How is Incident Duration measured?

[vampirephenom]

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?

[UKVIKING]

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
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[Mark-OLoughlin]

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
_________________
Mark O'Loughlin
ITSM / ITIL Consultant

[UKVIKING]

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
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[Titan-I]

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.
_________________
-----------------
Kyle Hall
Bank of America
ITIL Practitioner (blue badge)

[UKVIKING]

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
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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