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: RHambleto
New Today: 56
New Yesterday: 89
Overall: 139474

People Online:
Visitors: 47
Members: 3
Total: 50 .

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 - Service Request Cycle Time
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Service Request Cycle Time

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  

Do you track average cycle time for service requests?
Yes
100%
 100%  [ 2 ]
No
0%
 0%  [ 0 ]
Total Votes : 2

Author Message
Paula
Newbie
Newbie


Joined: Mar 20, 2008
Posts: 1
Location: Tennessee, United States

PostPosted: Fri Mar 21, 2008 5:26 am    Post subject: Service Request Cycle Time Reply with quote

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 Rolling Eyes

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

Thanks!
Back to top
View user's profile
m_croon
Senior Itiler


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

PostPosted: Fri Mar 21, 2008 6:08 pm    Post subject: Reply with quote

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 Wink
Back to top
View user's profile Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk 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.