Posted: Tue May 15, 2012 11:10 pm Post subject: Metrics: Ratios for Incident to Problem
I am trying to determine the best way to develop a ratio between incident and problem. In the past I have used a simple total # of problems over the total # of incidents. It was pointed out that this may not be the best approach since the relationship is most often 1 to many. Does anyone have a way they are developing ratios?
Joined: Mar 04, 2008 Posts: 1889 Location: Helensburgh
Posted: Wed May 16, 2012 7:04 pm Post subject:
What on earth do you want to use the ratio for?
What is the relationship between problems and incidents? - problems are the underlying causes of incidents and also of potential incidents (do you have a way of counting the number of potential incidents?).
A problem can exist for which there have been no incidents, one incident, a few incidents, many incidents, a multitude of incidents. - what good will a ratio be? how will you use it to help in the management of your services?
Do you think that reducing the ratio indicates a better service. Well you can reduce it by finding more problems or by having less incidents; A problem that has caused no incidents, so far, could constitute a risk (threat) of a million pound incident; a problem that has been the cause of fifty incidents could have cost the business less than one hundred pounds.
The only good thing I can think of for having this ratio is that you can probably get your computer to work it out and report it for you.
After all that, I prefer John's answer! _________________ "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
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