How to check the Performance for Incident Manager

[bhallachetan]

Hi Members,

I would like to understand as per ITIL what metrics can be used to gauge the performance of incident managers. My understanding would be the below points could be used for Performance measurement :

* Total # of Major Incident Handled.
* Major incident Reports prepared and sent.
* Average time taken to restore the Major incident.
* Understanding the functional level involved.

I am planning to put in more points to make a performance metric for the rating the performance of my incident managers.

I would be more than happy to welcome any inputs from you all.

Regards,
Chetan Bhalla

[Diarmid]

* 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

[UKVIKING]

Additional metrics for incident manager

number of coffee cups drank
number of cigarettes smoked
number of emails sent
number of emails received

Lies, Damn Lies, and Statistics
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter