ITIL V3 Application Support Q & A

service support performance mesurment application support, while working in different shift

Bob,

I am facing problem while calculating performance of individual resource working on incidents or problem tickets as our SLA resolution is from 4 hrs to 5 days depending on priorities. we are running shift and provide support 24/7, the single tickets move from one shift to another since it is not resolved, it is hard to calculate performance of individual support analyst working on incident or PMT in application support environment. we have KPI inplace for individual but it seams useless as honest performance calculation method is not implemented. I would be happy if you can guide.

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One Comment

  1. Amardeep, I can see why you are having a problem. First, one ticket should  be assigned to one person to solve (if mult people are assigned they get the same SLA performance for the solving of the incident regardless of how much individual time was spent – the incident and therefore the people either met or did not meet the service guidelines set up in the SLA).

    Each Incident must have a SLA for Time to Respond and Time to Resolve. Time to respond is usually used if a call goes to voice mail or there is 24/7 support. However the main metric is Time to Resolve. There must be a different SLA or SLG (Service Level Goal) for the each severity. Low, Medium, High, Critical. Each Incident is assigned a severity (generally by the user reporting) which associates it with the appropriate SLA metric. Then you have one metric to one incident ticket. You cannot have a global range from 4 hours to 5 days for any ticket. That is not measurable. However, if you have Time to Resolve that must not be greater than  4 hours, for Critical, 8 Hours for High, 24 Hours for Medium and 96 hours for Low – you notice I used the same unit of measure “hours’ regardless of severity. In this way you can use the system date, time stamp when the incident was received and the date time stamp when the incident is closed, just calculate the difference and the Incident as well as the resources working on the ticket either were Within the Service Guidelines or they were Outside the Service Guidelines. It is very binary and simple. Count up all the incidents within and outside the service guidelines for a period of time for each level of severity. You can sum up all incidents or drill down to each severity level to see if one is more problematic than others for meeting the service guidelines. I hope this helps..  Bob

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