Hi ALL,
it's always good to know what goal are we aiming to achieve, having said that and from best practice perspective,
I wonder how many incidents per Endpoint or per user would be acceptable within an enterprise according to technology standards, apparently we can't get to zero incidents.
so for example if we have an enterprise with 18K PCs, and 18K End-users would be having 1000 INCs/month an ideal or accepted percentage.
Thank you!
Jency,
this is so helpful thank you, let me answer your questions
- Most of our users know the difference between request and incidents.
- users can reopen incident.
- we review the incidents as part of continual service improvement and action accordingly.
- our IT team sized accordingly to handle the incidents.
- INCs are all P3, P4, that I'm talking about here.
The thing is that IT managers want to know how low INCs can go according to #'s of endpoints or End-users, lets say in typical month (no major problems, no critical/major INCs like P1 etc.).
I couldn't find anything on the web to at least define a standard.
I agree with you it's hard, I thought I might get precise answer š
you mentioned your previous company, what about current one, are your current numbers better than ours LOL :))
Hello Walid,
You may find Benchmarks helpful. It allows you to compare your instance to other organizations of varying sizes as well as industries. There are quite a few incident related metrics out there but I think "Number of incidents created per user" may get you down the right track.
