Incident, Problem, and Change Management Metrics Benchmark - July 2012
The Pink Elephant IT Management Metrics Benchmark Service collects, analyzes and presents IT management metrics benchmarks. This Incident, Problem, and Change Management Metrics Benchmark update presents an analysis of voluntary survey responses by IT managers across the globe since early 2010. The surveys have thus far been limited to simpler metrics and the processes most broadly practiced.
Key points in this analysis:
The number of Incidents is most influenced by (in order of influence)
1. The size of an IT organization (measured by quantity of IT Full Time Equivalent workers (FTEs) of all kinds (employees, contractors, and direct service providers’ workers))
2. The number of users, and
3. The number of years that formal Incident Management has been in practice
At least a quarter of all respondents have no documented basis for any Incident Resolution Interval.
The number of new Problems recorded every month is just below the number of Active Problems already in progress (Problem WIP). This implies that the exit rate (rate at which Problems get resolved – or at least closed), must be pretty close to the number of new problems recorded every month. The 4.4 month average problem average age at closure implies that some Problems are being closed very quickly – perhaps too quickly.
Among the several interesting metrics here is an average 90% Change Executed Right First Time (no rollback or cancelation, and as scheduled). This appears to indicate that 10% of all changes fail in at least 1 of the 3 ways - a quite disappointing benchmark.
This is an update on the Pink Elephant IT Management Metrics Benchmarks Service. Please submit your organization’s data! The more participants in our on-line metrics benchmark surveys, the better! The surveys are available at https://www.pinkelephant.com/MetricsSurvey/.