Service Desk - Ticket Backlog measurement

[rcageot90]

Hi everybody,

I'm asked to reevaluate our performances objectives and to try to find a way to "motivate" every support staff in our service desk organization and more generaly what are some of the typical KPIs for incident management within ITIL.

I thought to put in place a specific Backlog measurement.
I tried to search the web for some example of target settings but i could'nt find what i'm looking for.
This post here on the forum is talking about kpis
http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=1028&highlight=kpi
but doesn't completely answer to my question

My question is : Do you have any example of backlog target and how did you implement them ?

Thansk a lot and happy new year

PS : my 1st thought was that i could 1st calculate an average of ticket per day assigned to a support group.
then calculate the average of ticket per pritority/impact which will allow me to calculate an average time per ticket that a support group is supposed to spend on a each incident (base on MTTR target per priority)

Then I could calculate what should be the backlog for each group depending on the %age of ticket per priority multiplied by the target MTTR for each priority
This would give me the Maximun backlog that each group should not exceed

[UKVIKING]

Use the priority and urgency field if used to determine the number of tickets

also, investigate a sample of why the tickets are outstanding.. are they waitign for external response, internal, dependant action, specific date triggers etc

There is not a magic number for the # of tickets outstanding.

I used the age of the ticket, the priority (p1, p2, p3 where P1 was major outage...) and what group was holding them

The tickets while owned by the Service desk were assigned to specific groups such as Unix, wintel, networks etc

I would look to see what the average age of the ticket was per group and what was the average age of a ticket when it was closed

certain groups have faster turn arounds
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[rcageot90]

Ok thanks for the reply

I know there is no magic formulas for backlog but i would like to have some other user's experience feedback to see if what i'm trying to implement is accurate or not!

let take an example
one of my 2nd level support group treated an average of 200 tickets per day during the last 6 months dispatched as follow:
1% of P1 ticket with a MTTR of 4hours
2% of P2 ticket with a MTTR of 8hours
87% of P3 ticket with a MTTR of 24hours
10% of P4 ticket with a MTTR of 48hours
we could say that their maximum backlog could be
(1%*4) + (2%* + (87%*24)+(10%*4 => average of 25.88 hours spent per ticket (1.07 day)
so the maximum backlog for this group should be max of 215 tickets (25.88/24 * 200)

Then i though to put target related to this maximum (10% less, 15%, 20% etc...)
Is it a good starting point to challenge my support groups ?
_________________
Service Desk Tools Manager
ITIL V2 Foundation (Green)