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ITIL :: View topic - % of Incidents by Priority
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% of Incidents by Priority

 
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DustinW07
Newbie
Newbie


Joined: Aug 02, 2012
Posts: 12

PostPosted: Mon Mar 03, 2014 7:14 pm    Post subject: % of Incidents by Priority Reply with quote

Hi all,

In the organizations you work or have worked for, can you recall what % of your Incidents fell in each of the different Priority buckets when looking at weekly/monthly trends? For example:

Critical - <1%
High - 10%
Medium - 30%
Low - 60%

I know every organization may define their buckets or SLAs differently, but I'm just looking for some comparables to help baseline. If you know of any reference materials that provide guidance on what the ranges may look similar to, that'd be great. Thanks.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Mon Mar 03, 2014 9:50 pm    Post subject: Reply with quote

Dustin,

As stated, the numbers that you would see would depend on the definitions used

However, there is no norm to be honest

What you have to do is compare your stats month by month for each level to see trends

WHat you look for is spikes in the volume
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ITSM Manager's Certificate (Red Badge)

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