Search found 12 matches

by DustinW07
Mon Mar 03, 2014 4:14 am
Forum: ITIL Discussion
Topic: % of Incidents by Priority
Replies: 1
Views: 5053

% of Incidents by Priority

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 ...
by DustinW07
Mon Jun 10, 2013 4:12 pm
Forum: Problem Management
Topic: Problem Management MTTR "Targets"?
Replies: 1
Views: 4848

Problem Management MTTR "Targets"?

Do any of you have targets/goals for how quickly you'd like to have a Problem resolved? I get that SLAs are highly discouraged in PM (since it can have a negative impact on the quality of the investigation/fix), so I'm just wondering if any of you use some sort of a Target to help guide teams throug...
by DustinW07
Mon Apr 15, 2013 10:29 am
Forum: Problem Management
Topic: Improvements in Incident Volume
Replies: 2
Views: 5731

Improvements in Incident Volume

For those of you with formal Problem Management processes implemented within your organization, what sort of percentage reduction in Incident Record volume have you seen year-over-year since 2010 or 2011 ? I know all organizations are different, but I'm curious to see what improvements (measured in ...
by DustinW07
Thu Mar 28, 2013 2:16 pm
Forum: ITIL Discussion
Topic: Tracking "Problem" Cycle Times
Replies: 2
Views: 14326

Diarmid.....C'mon man. I respect that you're a Senior ITILer, and as I can imagine, you're loaded with ITIL knowledge. However, if these forums are meant to help provide guidance to others, I'm hoping these threads don't become a nit-pick the specific verbiage being used. In your defense, I can see ...
by DustinW07
Thu Mar 28, 2013 12:36 pm
Forum: ITIL Discussion
Topic: Tracking "Problem" Cycle Times
Replies: 2
Views: 14326

Tracking "Problem" Cycle Times

Hey everyone....As we prepare to launch our revamped ITSM processes, we're debating whether we should track a couple metrics on the Problem Mgmt side. Both metrics provide some value, but we're wondering if it's enough value to make it worth formally tracking month to month. Do any of you guys track...
by DustinW07
Thu Mar 28, 2013 12:06 pm
Forum: Problem Management
Topic: Non-Production Issues - Incident/Problem Classification
Replies: 4
Views: 8685

Thanks UKViking....that makes sense. A number of our ITSM processes are being completely revamped and are in their infancy stages, so I wanted to think ahead & give some thought to how companies handle their Non-Production Incidents/Problems. I think it'll be tough to formally address those right ou...
by DustinW07
Mon Mar 25, 2013 4:14 pm
Forum: Problem Management
Topic: Non-Production Issues - Incident/Problem Classification
Replies: 4
Views: 8685

Thanks Diarmid. I didn't see that post previously so I appreciate you pointing that out. I'd argue that while it's the same thread topic, my question is not whether or not you can treat them as incidents. I'm looking more for the practical application of how organizations handle Incidents/Problems i...
by DustinW07
Fri Mar 22, 2013 4:08 pm
Forum: Problem Management
Topic: Non-Production Issues - Incident/Problem Classification
Replies: 4
Views: 8685

Non-Production Issues - Incident/Problem Classification

I'm assuming that several of you work in organizations that have both a Production & Non-Production "Test" environment(s). For those of you that have at least one Non-Production environment, Do you create Incidents/Problems for Non-Production issues? If so, how do you categorize your Non-Production ...
by DustinW07
Fri Feb 08, 2013 10:32 am
Forum: Problem Management
Topic: Setting Problem Management Goals
Replies: 6
Views: 7795

Thanks Diarmid. Our IT organization handles anywhere from 190,000-210,000 incidents a year, so I think the volume will give us plenty of opportunities for Problem Management improvements. :D I don't disagree with your points, but perhaps I can add additional clarity: 1) Within our tool, we have the ...
by DustinW07
Wed Feb 06, 2013 11:00 am
Forum: Problem Management
Topic: Setting Problem Management Goals
Replies: 6
Views: 7795

Makes complete sense....Our Problem Management processes, and Incident Management processes for that matter, are not mature at this point. That's part of the reason why we're revamping our RUN services across our IT organization. I agree that a lot of Problem Management is subjective, so I'm trying ...
by DustinW07
Mon Feb 04, 2013 4:15 pm
Forum: Problem Management
Topic: Setting Problem Management Goals
Replies: 6
Views: 7795

Setting Problem Management Goals

My organization is revamping a number of its ITIL services (Incident, Problem, Capacity, and many more). With that said, How do you guys measure how effective your Problem Management Processes are & how do you set your Problem Management goals/expectations? Here's the key measurements we're focusing...
by DustinW07
Thu Aug 02, 2012 10:21 am
Forum: Problem Management
Topic: Assessing Business Impact (High-Medium-Low)
Replies: 2
Views: 5801

Assessing Business Impact (High-Medium-Low)

Hi guys...new to the Forum, 1st post. As part of our Visual Management board for leadership, My department is looking at another way we can assess Business Impact (High-Medium-Low) on some of our core business processess after incidents take place, so I wanted to see how people have done this in the...