This month… we’d like to share a metric for Incident Management:
1.1 Average time for second level to respond
The average time it takes for a Tier 2 support group to begin action on an incident after it has been assigned from the Front Line.
Purpose:
To determine bottlenecks in the assignment process from 1sttier Service/Help Desk to 2ndtier that could be due to incorrect configuration of assignment workflow, mis-communication, high workload on certain groups (especially when filtered by additional Categorizations) or negligence.
External/Internal Metric: Fully External (no data influence)
1.1.1 Formula
Time for 2ndTier to Respond /Incidents Assigned to 2ndTier
1.1.2 Component measures
1.1.2.1 Time for 2ndTier to Respond
For any incident that is assigned to a Tier 1 support group and subsequently assigned to a Tier 2 support group, the difference between two dates:
1. The date the incident is assigned to the Tier 2 support group
- The next date the status is modified.
Process looks at a sequenced view of the Help Desk Assignment Log to obtain these values.
1.1.2.2 Incidents Assigned to 2ndTier
Incidents that have been assigned from a support group with a Support Group Role of Tier 1 to a support group with a support group role of Tier 2