Recurring Incidents

[stillkl]

We are trying to create reports/metrics around recurring Incidents.   What do other companies consider a "recurring incident" to be?   How do companies measure recurring Incidents, and do you consider it a metric used in problem management or incident management?

Any input would be appreciated.   Thanks!!

[Sheetal17]

Hi Kim,

A 'recurring incident' could be considered and incident that is repetitive in nature, having a similar subject or root cause as another incident(s).

There are a few ways of identifying these incidents, some are better than others, so here goes:

• You could have someone reviewing incidents and marking them as recurring(perhaps a checkbox?), then measuring those in groups against categorization. This obviously is a manual process that takes a lot of effort.
• An alternative would be to consider anything that has a matching category, subcategory and close code(if well defined) for example. This could be any set of matching fields that you find necessary. Also the use of a template may deem something as recurring.
• I think that ITIL would dictate that this be measured in Problem Management so that root cause could be associated or derived from the metric(s).

This insight has been provided by Darrin Lade, Senior Solution Architect, Alcor Solutions Inc.

Cheers!