Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: wresultsblog
New Today: 3
New Yesterday: 42
Overall: 148189

People Online:
Visitors: 56
Members: 0
Total: 56

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Number of Incidents Prevented
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Number of Incidents Prevented

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
jrekkeda
Newbie
Newbie


Joined: Dec 25, 2007
Posts: 3

PostPosted: Fri Dec 28, 2007 12:15 am    Post subject: Number of Incidents Prevented Reply with quote

Hello all!

As I have stated before, in some different posts, I am just settling into a PM position that has already been defined by the previous holder who is now my boss.

I am looking at creating KPI's and other measurements, and through searching through other posts I was able to locate some wonderful tools.

One I have noticed popping up numerous times is "Number of Incidents Prevented". Which seems like somewhat of an oxymoron to me, since if they were prevented how do you know they even existed?

In a nutshell, how do you get this number? Question
Back to top
View user's profile
m_croon
Senior Itiler


Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Fri Dec 28, 2007 8:08 am    Post subject: Reply with quote

Hi,

Last edited by m_croon on Mon Dec 31, 2007 8:17 am; edited 1 time in total
Back to top
View user's profile Visit poster's website
ARoll
Senior Itiler


Joined: Apr 10, 2006
Posts: 86
Location: Boise Idaho

PostPosted: Sat Dec 29, 2007 6:54 am    Post subject: Reply with quote

One way to calculate this, and again its not a perfect metric, is to look at the trend data. What is the average number of times a particular incident has occurred month over month on average. This will become your baseline to compare against. After implementing a fix, trend that data and compare against the baseline. This can be your number of prevented incidents.

Not a perfect approach, but it is an approach.
_________________
Adam
Practitioner - Release and Control
Blue Badge

"Not every change is an improvement, but every improvement requires a change"
Back to top
View user's profile Send e-mail AIM Address Yahoo Messenger
Timo
Senior Itiler


Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Thu Jan 03, 2008 2:58 am    Post subject: Reply with quote

Hi Aroll,

this is exactly what we've done in the past. It goes to showing how you managed to reduce occurance of certain types of incident through resolving a root cause. If nothing else has changed in your environment, looking at the trends should give you a pretty good idea about "preventing".
Back to top
View user's profile
agrawalvini
Newbie
Newbie


Joined: Jan 08, 2008
Posts: 6
Location: Bangalore, India

PostPosted: Tue Jan 08, 2008 8:03 pm    Post subject: Re: Number of Incidents Prevented Reply with quote

jrekkeda wrote:
Hello all!

As I have stated before, in some different posts, I am just settling into a PM position that has already been defined by the previous holder who is now my boss.

I am looking at creating KPI's and other measurements, and through searching through other posts I was able to locate some wonderful tools.

One I have noticed popping up numerous times is "Number of Incidents Prevented". Which seems like somewhat of an oxymoron to me, since if they were prevented how do you know they even existed?

In a nutshell, how do you get this number? Question


Hi

You can use this measure for Proactive Problem Management as well. Here I am referring to Syslog error messages (Event Management).

Means that the number of syslog errors you have fixed before the actual incident occurs can be a good KPI for PM.
_________________
Vineet
Practitioner - IPSR & IPRC
Back to top
View user's profile Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.