Service Request Cycle Time

[Paula]

New to the forum and ITIL.

Working on a Six Sigma project to reduce service request cycle time. Looking at the process of a service request from start of service request generated to end when service request is closed.

We have gathered historical data (18 months of data) and obtained our baseline for average cycle time. Now we are trying to establish what are acceptable cycle time should be. Can't ask the end user because they would say ASAP

Wondering if anyone has a suggestion on how to go about coming up with this number or a % improvement?

Thanks!

[m_croon]

Paula,

If I am correct, from a 6sigma point of view it is very logically to measure an average cycle time, also measuring the (% of) deviations from that average, correct?

From a service management point of view, usually a maximum service time is agreed with the customer. I'd say that still gives the opportunity to measure % of deviations.

In the end however, it DOES come down to talking to the end user. What is the use of any improvement (6 sigma or other) if it is not recognized by the customer and answered by them through a realistic approach on acceptable service time. It seems to me that the relations with the customer need the attention of the next improvement project