Home 
 1. Overview 
 What is Incident Management? 
 Why use Incident Management? 
 Who uses Incident Management? 
 How Incident Management works 
 What does Incident Management cost? 
 2. Implementation Guide 
 Define what needs to be done to implement Incident...  
  Prepare to implement Incident Management 
 The Incident Management implementation plan 
 Incident Management post implementation review 
 3. Operations Guide 
  Who carries out Incident Management? 
 DW1105 When does Incident Management occur? 
 How to operate Incident Management 
  Measuring the results of Incident Management 
 4. Toolkit 
 Incident Management downloads 
 Incident Management resources 
 5. Roles and responsibilities 
 Service Desk role in Incident Management 
 Technical support role in Incident Management 
 User role in Incident Management 
 6. Review 
 Recap of Incident Management  
 Checklist  
Measuring the results of Incident Management
Measurements Incident Management Reports User satisfaction analysis and surveys
Measurements    

Go back to Operations Guide
Measurements
  • Do not set targets that cannot be measured.
  • Ensure that users are aware of what you are doing, and why.
  • Establish a baseline before discussing formal  Service Level Agreements (SLA's) with users.
  • Maintain measurements of what is necessary and viable - for instance, if your staff think that they need feedback on response times, then measure them!
Incident Management Reports
The aim of reports is to summarise what you already know, and in technical support to reduce the 'technical element' of the information. They are also useful to summarise in non-  technical language, to show where improvements could be made. Often the improvements require expenditure, so having reports to back up your suggestions can prove invaluable.

There should already be reports produced by the Service Desk on the number of incidents logged each week. Expand on the information in these reports to decide whether your new approach to Incident Management is effective.
  • In addition to recording the number of incidents logged each week, compare the numbers to incidents logged prior to implementing Incident Management.
  • You should try and show the average length of time taken to resolve incidents before and after implementing Incident Management (so don't forget to record this information prior to implementation).
  • Once implementation is complete, compare figures with those of the previous week to see if the incident level and time to resolve incidents has reduced.
  • Where possible show the types of incidents reported and aim to have a 'top 10' of calls. You may be surprised at how 'none technical' most of your incidents may be. You could then use this information to implement solutions to the top 10 - which could be time well spent.
  • Show the percentage of incidents handled within the agreed response time.
  • Show the percentage of incidents closed by the Service Desk without reference to other levels of support.
  • Show the number and percentage of incidents resolved remotely, without the need for a visit.
  • Finally, if you implement problem management with Incident Management, show the number of incidents and problems each week. Over time it will become easier to identify the difference, so persevere with the reports.

see downloads for an example incident report

See related topics and documents
K:\FITS\Incident Management Reports
User satisfaction analysis and surveys
Satisfaction surveys are an excellent method of monitoring user perception and expectation and can be used a powerful marketing tool.
However several key points should be addressed to ensure success:
  • decide on the scope of the survey
  • decide on the target audience
  • clearly define the questions
  • make the survey easy to complete
  • conduct the survey regularly
  • make sure the user understand the benefits
  • publish the results
  • follow through on survey results
  • translate survey results into actions.
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