Posted: Fri Jan 11, 2008 3:03 am Post subject: Service Desk - Ticket Backlog measurement
I'm asked to reevaluate our performances objectives and to try to find a way to "motivate" every support staff in our service desk organization and more generaly what are some of the typical KPIs for incident management within ITIL.
My question is : Do you have any example of backlog target and how did you implement them ?
Thansk a lot and happy new year
PS : my 1st thought was that i could 1st calculate an average of ticket per day assigned to a support group.
then calculate the average of ticket per pritority/impact which will allow me to calculate an average time per ticket that a support group is supposed to spend on a each incident (base on MTTR target per priority)
Then I could calculate what should be the backlog for each group depending on the %age of ticket per priority multiplied by the target MTTR for each priority
This would give me the Maximun backlog that each group should not exceed
I know there is no magic formulas for backlog but i would like to have some other user's experience feedback to see if what i'm trying to implement is accurate or not!
let take an example
one of my 2nd level support group treated an average of 200 tickets per day during the last 6 months dispatched as follow:
1% of P1 ticket with a MTTR of 4hours
2% of P2 ticket with a MTTR of 8hours
87% of P3 ticket with a MTTR of 24hours
10% of P4 ticket with a MTTR of 48hours
we could say that their maximum backlog could be
(1%*4) + (2%* + (87%*24)+(10%*4 => average of 25.88 hours spent per ticket (1.07 day)
so the maximum backlog for this group should be max of 215 tickets (25.88/24 * 200)
Then i though to put target related to this maximum (10% less, 15%, 20% etc...)
Is it a good starting point to challenge my support groups ? _________________ Service Desk Tools Manager
ITIL V2 Foundation (Green)
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