{"id":152,"date":"2014-03-29T16:03:38","date_gmt":"2014-03-29T16:03:38","guid":{"rendered":"http:\/\/itiltopia.com\/?p=152"},"modified":"2014-03-30T16:09:17","modified_gmt":"2014-03-30T16:09:17","slug":"itil-standards-for-response-resolution-times","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=152","title":{"rendered":"ITIL Standards for Response \/ Resolution Times"},"content":{"rendered":"
From the ITIL Community Forum<\/a><\/div>\n
Q:<\/span><\/p>\n

I am reviewing the current response and resolution time metrics for an internal service desk that supports a 10,000 person company.\u00a0 Currently the company uses 4 severity levels for incidents.\u00a0 While I realize the response and resolution times are defined by an SLA, is there a good benchmark to start with? I would like to point to an industry standard if one exists.<\/p>\n

The current metrics and targets look something like this…<\/p>\n

Severity – Response Target – % Met – Resolution Target – % Met
\n1 – 15 minutes – 90% – 2 hours – 85%
\n2 – 2 hour – 90% – 4 hours – 85%
\n3 – 4 hours – 90% – 3 bus days – 85%
\n4 – 8 hours – 90% – 5 bus days – 85%<\/p>\n<\/div>\n

A:<\/span><\/p>\n

Those seem reasonable but understand that ITIL isn’t about industry standards on response\/resolve times.<\/p>\n

I would say a better way to approach it is to measure your current response\/resolve delivery times for a baseline, and then put in a plan for continuous improvement.\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

From the ITIL Community Forum Q: I am reviewing the current response and resolution time metrics for an internal service desk that supports a 10,000 person company.\u00a0 Currently the company uses 4 severity levels for incidents.\u00a0 While I realize the response and resolution times are defined by an SLA, is there a good benchmark to …
Read more →<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[14,8,9],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/152"}],"collection":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=152"}],"version-history":[{"count":2,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/152\/revisions"}],"predecessor-version":[{"id":266,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/152\/revisions\/266"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=152"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=152"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=152"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}