Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Tue Jan 31, 2012 8:05 pm Post subject: Re: How to check the Performance for Incident Manager
* Total # of Major Incident Handled - is the performance better if the IM handles more or less? - unless you are suggesting that the IM is responsible for the existence of major incidents handled.
* Major incident Reports prepared and sent - are you suggesting it is okay to sometimes not produce reports for major incidents?
* Average time taken to restore the Major incident - is restoration time more predictably dependent on performance than on the amount of work required to restore.
* Understanding the functional level involved - can an IM be appointed without this?
At the best of times, statistical measures have problems, but these do not even address IM performance features. I would be looking more at comparing against SLA (assuming you have a decent SLA thatt can bemeasured over long periods) and the successful (or otherwise) implementation of improvements. _________________ "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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