DHCP, Task: Create weekly service activity report

Task: Create weekly service activity report

Purpose

This task provides a high-level report on a service request from the perspective of when it was opened, when it was closed, and how long it took to resolve. The organization may have a service level agreement on the time it takes a customer to receive a response from the incident management team once an incident has been reported. Managers and leads can use such data to better balance the workload of the incident management team.

Management can also use the service activity report to measure the effectiveness and efficiency of the incident management staff itself. This information is important to the members of the incident management team because it shows how long cases have been open. This helps to determine which cases must be addressed next. The following is an example of some of the information that can be included in the activity report:

• Total number of cases opened.
• Total number of cases closed.
• Number of cases closed on first contact with the incident management team.
• Number of days a case has been open.

Procedure 1: Create report metrics

The method used to collect the data is dependent on features of an organization’s incident tracking solution. But however the organization collects the data, it should include the following information:

• Total number of cases opened. This metric is collected for individual members of the team as well as the whole team. It highlights the volume of incidents being opened regarding DHCP services. When this metric is compared against the other metrics being collected, it helps the team to assess its overall effectiveness.
• Total number of cases closed. This metric is collected for individual members of the team as well as the whole team. It highlights the volume of incidents being closed regarding DHCP services. This metric is critical when evaluating the progress of the incident management team. Open cases that must be carried over to another week require additional incident management from the case owner.
• Number of cases closed on first contact with incident management team. This metric is collected as the total for the team. It allows the incident management team to determine the effectiveness/efficiency of the incident management process; it can directly impact customer satisfaction. When cases are closed on the first call, it reduces the number of cases incident management team members have to manage.
• Number of days a case has been open. This metric is collected for individual members of the team as well as for the whole team. Cases that remain open for extended periods have a negative impact on customer satisfaction. The incident manager can use this metric to identify possible areas in which the incident management team may require training or education. In addition, cases that remain open for long periods may be better handled by the problem management team. It is important to identify these types of cases and to provide the incident owner with additional resources or to escalate the issue to the problem management team.

Dependencies

• ● Incident ticketing system
• ● Daily response to incidents
• ● An SLA on how an incident is handled and when it get escalated to the problem management team.

Technology Required

• There are third-party tools that provide incident management ticketing functionality.
• Reports may be built from an Access or SQL Server database.