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ITIL :: View topic - Improvements in Incident Volume
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Improvements in Incident Volume

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Joined: Aug 02, 2012
Posts: 12

PostPosted: Tue Apr 16, 2013 12:29 am    Post subject: Improvements in Incident Volume Reply with quote

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 %) you've seen at your organization as your Problem Management processes have become more mature.

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Joined: Jan 29, 2014
Posts: 14
Location: Delhi, India

PostPosted: Fri Jan 31, 2014 1:53 pm    Post subject: Reply with quote

In my organization, i have reduced the volume of incidents with below practice changes:

1. Made a strong list of repeated problems and had development and product teams prioritize for implementations.
2. Providing the better training programs to users, to avoid the functionality related incidents which are working as per design.
3. Account team to be aware of the ongoing defects which are in system and categorize into functionality and in turn avoid the duplicate incidents.
~ Share the knowledge
Madhava Verma Dantuluri
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Joined: Apr 28, 2014
Posts: 27

PostPosted: Fri May 02, 2014 7:01 pm    Post subject: Reply with quote

I would think it would be very difficult to state as a % how much incident reduction occurs in a business as a result of problem management.

The reason fo that is because 1. The effectiveness of problem management varies from business to business. 2. Companies rarley have a static environment.

The only thing we can say for sure is that in a like for like comparison Problem Management done correctly will reduce incidents.
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