Event Management Benchmark

An open discussion on issues related directly or primarily to the service or help desk.
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par1114
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Wed Sep 07, 2016 1:35 am

Hi,

In my organization we are currently looking at setting up new KPIs for EM process. Is there any benchmark as per ITIL that says like this much percentage of Events should be generated, So that we can say our EM process is effective?

Thanks for your help in advance.


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ClaireAgutter1
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Thu Sep 08, 2016 3:25 am

Hi par1114, benchmarks are most useful when they come from companies similar to yours, or in your industry. I'm not sure what industry you work in but if you have any industry bodies it is worth asking them for input. Your local chapter of itSMF might also be able to provide some assistance.

If you can't get access to any benchmarks, focus on using your own data to support analysis and show improvement. Start with a set of events and then measure how successful they are. Are you preventing incidents? Are you making sure that the right information goes to the right place? Review and improve, using your own data as the benchmark.

Claire
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