{"id":174,"date":"2014-03-29T16:45:17","date_gmt":"2014-03-29T16:45:17","guid":{"rendered":"http:\/\/itiltopia.com\/?p=174"},"modified":"2014-03-30T16:01:45","modified_gmt":"2014-03-30T16:01:45","slug":"industry-standards-for-incidentproblem-metrics","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=174","title":{"rendered":"Industry Standards for Incident\/Problem Metrics"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=3084&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\"><span class=\"label\">Q:<\/span><\/p>\n<p>Please can any one let me know what is the Industry metrics \/ Standards ( Especially &#8211; across a Insurance Company ) for<\/p>\n<p>1. Mean Time to Resolution or SLA for a Priority 1 , Priority 2, Priority 3 and Priority 4 Incident<\/p>\n<p>2. Mean Time for known Error or SLA for a Priority 1, Priority 2, Priority 3 Problem Ticket.<\/p>\n<\/div>\n<div class=\"answer\"><span class=\"label\">A:<\/span><\/p>\n<p>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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From the ITIL Community Forum Q: Please can any one let me know what is the Industry metrics \/ Standards ( Especially &#8211; 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 &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=174\">Read more <span class=\"meta-nav\">&rarr;<\/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":[8,7],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/174"}],"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=174"}],"version-history":[{"count":2,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/174\/revisions"}],"predecessor-version":[{"id":255,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/174\/revisions\/255"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=174"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=174"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=174"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}