Measuring Customer Impact of an Incident

[Rob Martire]

We have basically two types of incidents. First, through proactive measure an monitoring tools we detected an issue and resolved it before the customer has noticed. The second type of incident is reported by the customer and they have been directly impacted or our monitoring tool detected any issue but was not able to resolve it on time before the users noticed..

Question is how do you capture and report on how many incidents were opened an closed without impacting the customer versus the incidents that have been reported and directly impacted one or many users. We don't want to use the impact field because all incidents created will have priority and impact filled out. Still does not tell use which incidents impacted the user.

First instinct is to add a new field to the incident management form and have the support team update it if the incident had a direct impact. Looking to see if there is a better, that is, a more clever way of doing this.

Thanks

Rob

[Aaron40]

Hi Rob,

You may be right. You'll need a flag of some sort that is on the record that your ITIL team would check if it's impactful for the user. There wouldn't be an automated process for the system to know whether or not the end user was impacted so the human interaction would have to take place.   A simple checkbox would be an easy metric to report on.

Or you could use surveys and sent out a question in the survey that asks whether or not they were impacted. This would be the honest approach as the end user is answering the question themselves as opposed to a service desk team member taking a guess as to whether or not they were impacted (and to what level). But not everyone fills out surveys