Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: CierraGrov
New Today: 0
New Yesterday: 34
Overall: 231538

People Online:
Visitors: 115
Members: 0
Total: 115



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

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.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Incident Mgmt - How long to close an incident?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incident Mgmt - How long to close an incident?

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

Joined: Sep 26, 2007
Posts: 1

PostPosted: Thu Sep 27, 2007 5:24 am    Post subject: Incident Mgmt - How long to close an incident? Reply with quote

Does anyone know what ITIL recommends (Or industry standard is) for a Target number for the avg time to resolve an incident? We are thinking of 1 day for a target. - we are currently at about 7 days.

Another question I have is: If a issue comes into the Service Desk and the customer states they cannot do their job because of this issue but as long as it is fixed by the end of the month it is OK with them. Assuming it is the beginnning of the month should ths initially be set as an Incident since they do not need service restored right away or is it a Service Request because it is known ahead of time that the issue needs resolved by month end?

We are thinking the avg days to close an incident a different number then the avg days to close a service request. Thanks for your help.
Back to top
View user's profile
Senior Itiler

Joined: Sep 21, 2006
Posts: 63
Location: USA

PostPosted: Thu Sep 27, 2007 6:46 am    Post subject: Reply with quote

Not all incidents are equal. If a business critical application is down then a 1 day resolution target is probably way too slow. For a single user losing some minor functionality, a few days might be fine. I suggest you first define a few priority levels based on impact (to the business) and urgency (again from a business standpoint). Don't do more than say 4 priority levels. For each priority level you then define a different resolution target.

Regarding the user who reports something broken but who is apparently not in a hurry to get it fixed: this is still an incident (an IT service can not be used as it should). If the user was asking to provide him with a service he does not have yet (e.g. access to an application) or to modify (or terminate) a service that he already uses (e.g. change his privileges within an application), then that would be a service request.
Back to top
View user's profile
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

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.