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The Itil Community Forum: Forums

ITIL :: View topic - SL Reporting - which month to report on
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SL Reporting - which month to report on

 
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L1Z
Newbie
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Joined: Sep 21, 2016
Posts: 3

PostPosted: Wed Sep 21, 2016 10:02 pm    Post subject: SL Reporting - which month to report on Reply with quote

Good day,

I would like to know if there is a rule on which date to use to report on - i.e. we have Monthly SL reports (for the last 3 months) for various priorities and for each priority we report on number of tickets for the month, % tickets in SLA as well as what the MTTR is and what the Max TTR is.

We usually use the ticket start date to depict which month the ticket is reported in, but the reporting tool we changed to uses the ticket close date to indicate the month the ticket will be reported in. We would like to know if there is any rule in ITIL that states which date to report on as a ticket could be created in March and closed in April - should that ticket be reported on in March or in April when looking at what we report on above.

Also if we should use the ticket create month to report on - what is the correct way to handle tickets not closed in the create month? Do we provide the information as it stands at the time of running of the report for those tickets or do we exclude those tickets not yet closed.

In other words do we count the number of tickets created in that month, count the number of tickets created and closed in that month and only report on the % in SLA and MTTR time and Max TTR time for the ones created and closed in that month - or do we count the number of tickets created in the month, use the current in and out of SLA counts to report % in SLA and the MTTR time and Max TTR time?

We used to use the latter method of reporting but would like to report using ITIL standards.

I tried searching for the answer on the internet but was unable to find exactly what I am looking for so your assistance would be greatly appreciated.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3570
Location: London, UK

PostPosted: Thu Sep 22, 2016 4:19 am    Post subject: Reply with quote

Liz,

it does really matter and there is no real standard

However, you should be constant.
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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L1Z
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Joined: Sep 21, 2016
Posts: 3

PostPosted: Thu Sep 22, 2016 5:06 pm    Post subject: Reply with quote

Thank you so much!
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3570
Location: London, UK

PostPosted: Fri Sep 23, 2016 7:17 am    Post subject: Reply with quote

Liz,

which ever method you use - it must make sense, it must have a start / end and it must be repeatable

Doing it by month ticket raised is the most commonly used as it makes sense
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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L1Z
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Newbie


Joined: Sep 21, 2016
Posts: 3

PostPosted: Fri Sep 23, 2016 4:45 pm    Post subject: Reply with quote

Thank you so much for your assistance on this!
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GabrielAnderson
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Joined: Oct 28, 2016
Posts: 1

PostPosted: Wed Nov 02, 2016 3:47 pm    Post subject: Reply with quote

Totally agree with this opinion,i think this will helpful to get more interesting
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