Response and Resolution Time Standards

[drs]

I am reviewing the current reponse and resolution time metrics for an internal service desk that supports a 10,000 person company. Currently the company uses 4 severity levels for incidents. While I realize the response and resolution times are defined by an SLA, is there a good benchmark to start with? I would like to point to an industry standard if one exists.

The current metrics and targets look something like this...

Severity - Response Target - % Met - Resolution Target - % Met
1 - 15 minutes - 90% - 2 hours - 85%
2 - 2 hour - 90% - 4 hours - 85%
3 - 4 hours - 90% - 3 bus days - 85%
4 - 8 hours - 90% - 5 bus days - 85%

[dboylan]

Those seem reasonable but understand that ITIL isn't about industry standards on response/resolve times.

I would say a better way to approach it is to measure your current response/resolve delivery times for a baseline, and then put in a plan for continuous improvement.

[Mark-OLoughlin]

Yep, what you can do is nto you have identified what you think are the targerts measure them in reality and see how wel your org is performing. You can start out with them being non commital taggets to begin with to baseline then over a number of months. if the targets are being met too easily then they need to be adjusted and vice versa. Then they can be committed to.
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Mark O'Loughlin
ITSM / ITIL Consultant

[drs]

Thanks all! I am going to do as suggested and see where we stand today versus our targets and adjust from there. Then, over time, we will adjust the targets as necessary.