Joined: Mar 04, 2008 Posts: 1892 Location: Helensburgh
Posted: Thu Jul 15, 2010 8:43 pm Post subject:
How do you define "results"?
The point about problem management is to reduce risks and costs. Neither incident volumes nor ticket severity on their own help much to determine which problems to prioritize.
If a repeat of a high severity ticket [A] will cost a thousand pounds, and a repeat of a low severity ticket [B] will cost a hundred pounds, then, if the likelihood of B is eleven times that of A, you will save the business more money by resolving B before A than the other way round.
The same logic applies if both incidents were in fact classed at the same severity. At the best of times, severity is a blunt instrument. In this context it is no instrument at all. Problem management should be analysing with much greater maturity than that. _________________ "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
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