Task: Generate Metrics Reports
Generate Metrics Reports
Disciplines: Incident Management

Purpose

Metrics reports are generated to help in the analysis and management of the Incident Management Process. While the individual incidents that occur in the Incident Management Process are owned by the Service Desk, the process itself is owned by Quality Assurance, and as such, is reliant on the Quality Assurance Manager's generation of the metrics reports to identify reoccurring incidents where the underlying problem needs to be identified and resolution activities pursued.

Relationships

RolesPrimary Performer: Additional Performers:

Main Description

Metrics reports should generally be produced monthly with quarterly summaries. Metrics to be reported are:

  • Total numbers of incidents (as a control measure).
  • Breakdown of incidents at each stage (e.g. logged, work in progress, closed etc.).
  • Size of current incident backlog.
  • Number and percentage of major incidents.
  • Mean elapsed time to achieve incident resolution or circumvention, broken down by impact code.
  • Percentage of incidents handled within agreed response time as defined by SLAs or ISD standards.
  • Number of incidents reopened and as a percentage of the total.
  • Number and percentage of incidents incorrectly assigned.
  • Number and percentage of incidents incorrectly categorized.
  • Percentage of incidents closed by the Service Desk without reference to other levels of support (often referred to as ‘first point of contact’).
  • Number and percentage of the incidents processed per Service Desk agent.
  • Number and percentage of incidents resolved remotely, without the need for a visit.
  • Breakdown of incidents by time of day, to help pinpoint peaks and ensure matching of resources.

Steps

Generate Reports
Conduct Meetings with Service Provider Groups

The Quality Assurance Manager will conduct sessions with each service provider group to review performance reports. The goal of the sessions is to identify:

  • Processes that are working well and need to be reinforced.
  • Patterns related to incidents where support failed to meet targets.
  • Reoccurring incidents where the underlying problem needs to be identified and resolution activities are pursued.
  • Identification of work around solutions that need to be developed until root cause can be corrected.