% of Incidents by Priority

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Posts: 12
Joined: Wed Aug 01, 2012 8:00 pm

Mon Mar 03, 2014 4:14 am

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 SLAs differently, but I'm just looking for some comparables to help baseline. If you know of any reference materials that provide guidance on what the ranges may look similar to, that'd be great. Thanks.

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ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Mon Mar 03, 2014 6:50 am


As stated, the numbers that you would see would depend on the definitions used

However, there is no norm to be honest

What you have to do is compare your stats month by month for each level to see trends

WHat you look for is spikes in the volume
John Hardesty
ITSM Manager's Certificate (Red Badge)

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