Best Practice: How to baseline Incident Volume on a Incidents per user per month basis

[drjohnk]

We are in the process of transitioning from Remedy 8.1 to ServiceNow, and are very excited.

One thing I'm working to get my arms around is targeting incident volume reduction.

As reporting in Remedy is poor, I've thought to baseline incident volume on a per-month basis and compare that to good baselines in the industry.

Effectively, I'm interested in finding incidents volume on a per-user per-month basis.

For example, if my organization has 8,000 tickets in a month, with 10,000 customers = a ratio of .8 tickets per month, per customer.

Obviously there is no silver bullet, but I'm wondering if there are resources out there that I could use to begin to tell this story as we go through this transition.

For reference, we are a very large organization (30k employees), in the Aerospace Engineering industry.

Thank you!

[Kalaiarasan Pus]

I am not sure about the baseline part but I would recommend you to take a look at the spline report type. You can add a report that shows the incident volume based on a month or weekly period. This would atleast give you a starting point to look at how you are performing with respect to the time scale you define. I have seen people use it for incident trend analysis.

Also worthy would be looking at trend charts.