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: atifyna
New Today: 17
New Yesterday: 31
Overall: 231521

People Online:
Visitors: 113
Members: 0
Total: 113



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 - Backlog Target Levels
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Backlog Target Levels

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

Joined: May 10, 2007
Posts: 1

PostPosted: Fri May 11, 2007 3:10 am    Post subject: Backlog Target Levels Reply with quote

We have been successfully managing our Backlog levels down since applying the ITIL ideas, but I was wondering if there is an acceptable Backlog level.

Clearly, it is not possible to not have any tickets open when you have a user base of 7000+, but is there a number of open tickets that is deemed reasonable based on the number of users?

Any ideas on this would be appreciated.


Back to top
View user's profile

Joined: Apr 07, 2006
Posts: 9
Location: Brussels, Belgium

PostPosted: Fri May 11, 2007 9:57 pm    Post subject: Reply with quote

Depends on what 'tickets' you are focussing: problem or incident records.

There will always be problems, remaining in 'open' state, if you don't want to focus on those problems, haven't defined a root cause, have a decent workaround,...

For incident records, as long as you reach x% of your target levels of agreed services (e.g. low priority 95% closed within 5 days), you're doing fine. Try not to focus on just open incidents, but also the number wrt leading time, time to resolve,...

Here we got to support 12000 users. More than 500 tickets are logged daily, and there are daily 100-200 open tickets. Sounds threatening? No, first of all it's a point in time (momentum) which you will always have. Just keep an eye on the evolution of those open tickets by priority and measure of they get closed within you expected timeframe.

Hope this helps you on focussing to the correct indicators
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management 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.