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ITIL :: View topic - How is Incident Duration measured?
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How is Incident Duration measured?

 
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vampirephenom
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Joined: Jul 23, 2008
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PostPosted: Wed Jul 23, 2008 8:36 pm    Post subject: How is Incident Duration measured? Reply with quote

Can someone tell me how the incident duration is measured; is it from status NEW to RESOLVED or NEW to CLOSED?

When a ticket is put in status PENDING does the SLA clock stop? Is any SLA compliance report run by ticket priority? Is it possible to drill down to the individual tickets that miss SLA?

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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Wed Jul 23, 2008 10:01 pm    Post subject: Reply with quote

Vampirephenim

How does the incident mgmt and Service level management at your company define the answers to your questions.

That is the key.

It is up to your org to define this not us. ITIL Best Practice is for you to define your questions

Also, most tools and automated checks handle the start / end time duration of a incident record differently

Some like HP SD uses the pure current date / time against the create date / time of the incident Others dont. I know this is true for one of the implementations of HP SD that I was involved in
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John Hardesty
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Mark-OLoughlin
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Joined: Oct 12, 2007
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Location: Ireland

PostPosted: Wed Jul 23, 2008 10:50 pm    Post subject: Reply with quote

Hi,

look at the following image defining the incident management lifecycle.

If the admins delete the url just google incident management lifecycle or look for the incident section of the MOF

microsoft.com/library/media/1033/technet/images/itsolutions/cits/mo/smf/smfamg04_big.gif
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Mark O'Loughlin
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UKVIKING
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Posts: 3313
Location: London, UK

PostPosted: Thu Jul 24, 2008 12:11 am    Post subject: Reply with quote

Addenda

From a process point of view... a incident is opened until closed / resolved

You can create as many intermediate statuses stati ? as you desire - as long as it is documented / controlled / and updated

For example - an incident may be put in pending because

the user/customer has to provide more data
the tech team / support group has to define what they need to solve

etc etc

There should be a process to control / monitor - what I call Bumfluff - the english or UK users will giggle. - the on hold // pending so that they dont stay there forever

As for tracking time wise,.... I use the start (create incident), close (close incident) as the base age of the incident but if there is any on hold or pending time (there should be a start / end) .. this time is subtracted / filtered / from the total ticket time

I also track how long the tickets are on hold - hours/ days /weekly months/ years/ centuries
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John Hardesty
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Titan-I
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PostPosted: Wed Sep 24, 2008 1:51 pm    Post subject: Reply with quote

We capture the time the end user determines that the Servcie disruption began occurring as well as the time it was reported to an IT entity. We measure from the second point to the time that Service is restored. This measurement gives the IT organization an opportunity to measure its response to restoring Service.
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Kyle Hall
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UKVIKING
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Posts: 3313
Location: London, UK

PostPosted: Wed Sep 24, 2008 7:57 pm    Post subject: Reply with quote

To follow up on this

the following date/time sets are usually captured

D/T create of initial call & D/T closure of call
D/T of escalation to Nth level & D/T escalation completes action
D/T of service/service outage start & end (usually from monitoring tools)

etc etc

It depends on what time detail are u looking for

From the user - the time the call is opened to the time the call is completed.
From mgmt for incident - the same
from an SLA POV - the server/service up/down time

etc

etc
etc

it just depends
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John Hardesty
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