Industry average time to complete resolution notes

[Lynda1]

I am working on an analysis to see how long certain activities take to complete and am in deep discussion on how long it takes to complete the Resolution Notes when resolving an incident.

I had one say 30 minutes <- seems a little long

Another say 1-2 minutes <-- good time for easy incidents.

I say on average, 10 minutes taking into consideration the L1, L2, and L3 teams, the harder the incident, the longer the resolution notes can take?

I am curious if anyone can share what they think is a good average time to complete the Resolution Notes when resolving an incident.

[Kieran Anson]

An interesting question, and one that is generating more questions for me than answers....discussion to commence

• What is the business use of a resolution note?
• At what point should the detail being poured into a resolution note become a knowledge record and form a KCS cycle
• What's the ITIL stance, and what is the gap between real-world use case.
• Is there a ROI?

[Kieran Anson]

As someone who started on a service desk I had a love hate relationship with resolution notes. 1. The amount of work churning through a service desk meant that detailed work notes were a luxury and keeping things high level was the only option. 2. Finding a similar issue in a closed incident , only to find a resolution note of "confirmed fixed" would send an ungodly rage through me....sometimes to find it was me who resolved the incident..

[Lynda1]

What is the business use of a resolution note? When resolving an incident, the resolution notes will help future incidents with the same issue.

At what point should the detail being poured into a resolution note become a knowledge record and form a KCS cycle Usually these notes are how to fix an issue for the development or server teams. I have not seen any case yet for a knowledge record, however, I can see that become the case especially if there are multiple people submitting the same incident that has the same resolution that an end-user can solve on their own.

What's the ITIL stance, and what is the gap between real-world use case. I did a search for the ITIL stance, there is a LOT written on Resolution Notes and Codes. A little too much to put in this answer.  High level,  it is best practice to state how the incident was resolved in the Resolution notes.

Is there a ROI? I am doing the analysis to talk the company into Now Assist. The ROI is HUGE (not sharing the number)

[Lynda1]

Using features like Agent Assist, and Predictive Intelligence helps our Service Desk Techs find the solution. Now Assist will make this even better for the team. There is a huge benefit having those notes.