Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: AHoman
New Today: 2
New Yesterday: 161
Overall: 131061

People Online:
Visitors: 54
Members: 6
Total: 60 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

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.


The Itil Community Forum: Forums

ITIL :: View topic - Benchmarking KPI's + Reporting
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Benchmarking KPI's + Reporting

 
Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous
View previous topic :: View next topic  
Author Message
wim0496
Newbie
Newbie


Joined: Aug 09, 2012
Posts: 1

PostPosted: Fri Aug 10, 2012 12:52 am    Post subject: Benchmarking KPI's + Reporting Reply with quote

Dear All,

I was wondering if there are people in this community that are willing to share the following information:
- KPI/SLA configuration upon the types of tickets (incident tickets, service request tickets, problem tickets) with reaction and/or solution times based upon criticality/severity/priority of the tickets.
- Examples of SLA/KPI Reporting

We are interested how other companies have setup their KPI's for these ticket types and how reporting is done upon them.
We are looking to implement a best practices solution for this.

I am working for a big chemical company in Europe.
You can send documentation to the following address:
wim0496@gmail.com

Thank you in advance.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Sat Aug 11, 2012 11:14 pm    Post subject: Reply with quote

You cannot base resolution times on criticality, severity or priority. It does not make sense.

Furthermore, I do not really see how you can get much useful information from what you request (sorry folks, back on one of my hobby-horses). You need to know a lot about the environment, business demands and constraints, resources, and even the definitions of what constitutes an incident, service request or problem because you would want to compare like with like.
_________________
"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
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous 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 http://www.nukecops.com

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.