Incident Management Reporting Help

An open discussion on issues related directly or primarily to the service or help desk.
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DJLong
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Thu May 27, 2010 4:24 am

I am going to draft up a IM weekly report and I was hoping to get some help with this with anyone who already has a template to share?

I am thinnking of including the below metrics:
Total number of Incidents received
Total number of Incidents closed
Outstanding Tickets
Overall Fix rate%
First Time Fix %


Thanks


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viv121
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Thu May 27, 2010 5:04 am

DJLong,

Are you looking for a template? How urgently do you need it? There are many who would share templates with you on this forum but you need to tell how urgently do you need. We are professional hackers and we could hack the best in class template for you depending on your urgency and your ability to pay for what you want.

Otherwise, please let me inform you that we share only common sense which comes free and takes its own sweet time.
regards,

Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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DJLong
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Thu May 27, 2010 5:43 am

Viv 121

Thanks for the reply, there is a slight urgency but I am not prepared to pay for someone to hack a template, all I am asking if for some help and guidance,

Thanks
D
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Diarmid
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Thu May 27, 2010 7:02 am

D,

however big your hurry, only include information for which you have identified a need (purpose).

There is no great value in generic information. It either gets ignored, people find ways to use it (often without understanding what it means), and your reporting system gets a bad name and when you start over, doing it right, you have an up-hill struggle.

For each metric you include, make sure you understand what it means, to whom it will be useful, what it will be used for, how accurately you can warrant it to be.

If the report is for your customer(s), then it is best if it relates to the specified levels of service.

Be wary of top level stats (like total number of incidents). They often provide less useful information than they seem and they can certainly conceal much more valuable information (200 incidents last week - 195 on the new system; 200 incidents last week - 17 bringing down whole service for between 30 and 90 minutes; 200 incidents last week - 83 documentary faults found by intensive review). In other words the grand total is not the big picture.
"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
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DJLong
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Fri May 28, 2010 3:43 am

Thanks Diarmid,

This report is soley tailored for IT management, I want to get a hig level overview and then have the ability to break down into all the local Helpdesk that are within the company that I work for.
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Diarmid
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Fri May 28, 2010 5:33 am

DJL,

but what is the report for? What will IT management use it for. That is how you decide what to put in.

I stick to my view that a high level overview of this nature is likely to be deceptive rather than informative.
"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
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