Ticket Volume or Severity based approach

Discussion on issues related directly or largely to ITIL problem management.
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Fri Jul 09, 2010 11:10 am

Hi folks,

In your experience as a problem manager, which is more effective, an incident volume based approach or a ticket severity based approach when looking problem trends?

Which approach produced more results? and how fast?


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Fri Jul 09, 2010 2:27 pm


How do you define effective please? Am sorry, am at loss at tis question. What will you do if you become effective?

"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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Thu Jul 15, 2010 6:43 am

How do you define "results"?

The point about problem management is to reduce risks and costs. Neither incident volumes nor ticket severity on their own help much to determine which problems to prioritize.

If a repeat of a high severity ticket [A] will cost a thousand pounds, and a repeat of a low severity ticket will cost a hundred pounds, then, if the likelihood of B is eleven times that of A, you will save the business more money by resolving B before A than the other way round.

The same logic applies if both incidents were in fact classed at the same severity. At the best of times, severity is a blunt instrument. In this context it is no instrument at all. Problem management should be analysing with much greater maturity than that.
"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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