Benchmarking KPI's + Reporting

Discussion of any ITIL or related issues that don't fit well into any of the above.
Post Reply
User avatar
Posts: 1
Joined: Wed Aug 08, 2012 8:00 pm

Thu Aug 09, 2012 10:52 am

Dear All,

I was wondering if there are people in this community that are willing to share the following information:
- KPI/SLA configuration upon the types of tickets (incident tickets, service request tickets, problem tickets) with reaction and/or solution times based upon criticality/severity/priority of the tickets.
- Examples of SLA/KPI Reporting

We are interested how other companies have setup their KPI's for these ticket types and how reporting is done upon them.
We are looking to implement a best practices solution for this.

I am working for a big chemical company in Europe.
You can send documentation to the following address:

Thank you in advance.

User avatar
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Sat Aug 11, 2012 9:14 am

You cannot base resolution times on criticality, severity or priority. It does not make sense.

Furthermore, I do not really see how you can get much useful information from what you request (sorry folks, back on one of my hobby-horses). You need to know a lot about the environment, business demands and constraints, resources, and even the definitions of what constitutes an incident, service request or problem because you would want to compare like with like.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Post Reply