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: deirdreqg18
New Today: 40
New Yesterday: 27
Overall: 231752

People Online:
Visitors: 121
Members: 0
Total: 121



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 - Response Time and Resolution Time
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Response Time and Resolution Time

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

Joined: Jun 05, 2006
Posts: 12

PostPosted: Tue Dec 05, 2006 3:59 pm    Post subject: Response Time and Resolution Time Reply with quote


According to ITIL, do Response Time and Resolution Time start together, or does Resolution Time start once the Response Time finishes?

Back to top
View user's profile
Senior Itiler

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

PostPosted: Fri Dec 08, 2006 1:10 am    Post subject: Reply with quote

The clock for both should start when IT learns about the incident, either due to a user call or because IT detected it. Look at it from the user perspective. Say you call the helpdesk, the incident then sits idle for a day waiting for the appropriate support group to accept the ticket and start working on the incident, which takes another day. What was the resolution time? 1 day or 2 days? I bet the user will say it took 2 days. He won't be interested in the fact that the actual work only took 1 day.

Back to top
View user's profile

Joined: Dec 12, 2006
Posts: 1

PostPosted: Tue Dec 12, 2006 8:40 pm    Post subject: Reply with quote

I do agree with Marcel,
From a customer point of view, it took 2 days to solve the incident.

I think we have to keep in mind that incident management goal is to have the customer back to work asap.

Internal processes need to focus on it.
Back to top
View user's profile
Senior Itiler

Joined: Sep 27, 2005
Posts: 207

PostPosted: Sat Dec 16, 2006 12:56 am    Post subject: Reply with quote

The answer to your question actually sits in Availability Management, in the red book, point 8.9.9 The Expanded Incident Lifecycle.

The response time is the time between the detection and the diagnosis. ITIL defines "detection" as the point when the IT organization is made aware of the incident.

The Repair Time is the time between diagnosis and recovery. It represents the work that is done.

It is followed by the Recovery Time, which is the time lapse between recovery and restoration of the service.

The sum of all 3 gives you your Resolution Time from a user perspective.

But if you want to be realistic, you need to add the Detection time to the equation. Your true downtime is from Incident to Restoration, not from detection to restoration. You could validly argue that it is IT's responsibility to detect incidents the quickest way possible, and that ideally, tools should report incidents automatically. IT should not wait on a user to be affected before taking action.

my 3 cents (due to inflation)
Fabien Papleux

Technology Consulting | Service Excellence
Red Badge Certified

Twitter @itilgeek
Back to top
View user's profile Send e-mail Visit poster's website MSN Messenger
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion 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.