Industry Standards for Incident/Problem Metrics

March 29th, 2014 | Posted by Don Boylan in Incident Management | Problem Management
Q:

Please can any one let me know what is the Industry metrics / Standards ( Especially – across a Insurance Company ) for

1. Mean Time to Resolution or SLA for a Priority 1 , Priority 2, Priority 3 and Priority 4 Incident

2. Mean Time for known Error or SLA for a Priority 1, Priority 2, Priority 3 Problem Ticket.

A:

These are the type of questions best asked of Gartner or Forrester. If you are a large enough company, then you probably already have someone in your company with a relationship with one of these research organizations. Ask around (especially in your marketing group) and if you already have a Gartner or Forrester contact, spend the couple of hundred dollars to have them do an industry specific analysis for IT Incident response/resolution times.

You can follow any responses to this entry through the RSS 2.0 You can leave a response, or trackback.

Leave a Reply

Your email address will not be published. Required fields are marked *