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ITIL :: View topic - Ticket Volume or Severity based approach
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Ticket Volume or Severity based approach

 
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Milo012007
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Joined: Jul 09, 2010
Posts: 1

PostPosted: Sat Jul 10, 2010 1:10 am    Post subject: Ticket Volume or Severity based approach Reply with quote

Hi folks,

In your experience as a problem manager, which is more effective, an incident volume based approach or a ticket severity based approach when looking problem trends?

Which approach produced more results? and how fast?

thanks.
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viv121
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Joined: Dec 15, 2007
Posts: 113

PostPosted: Sat Jul 10, 2010 4:27 am    Post subject: Reply with quote

Milo012007,

How do you define effective please? Am sorry, am at loss at tis question. What will you do if you become effective?
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Vivek
"the only statistics you can trust are those you falsified yourself"
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Jul 15, 2010 8:43 pm    Post subject: Reply with quote

How do you define "results"?

The point about problem management is to reduce risks and costs. Neither incident volumes nor ticket severity on their own help much to determine which problems to prioritize.

If a repeat of a high severity ticket [A] will cost a thousand pounds, and a repeat of a low severity ticket [B] will cost a hundred pounds, then, if the likelihood of B is eleven times that of A, you will save the business more money by resolving B before A than the other way round.

The same logic applies if both incidents were in fact classed at the same severity. At the best of times, severity is a blunt instrument. In this context it is no instrument at all. Problem management should be analysing with much greater maturity than that.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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