Results By Country

Results for Incident Management

1 Pre-requisites

Question 1. Are incident records maintained for all reported incidents?





Answered Yes: 1292 (74%), Answered No: 443 (25%)

Question 2. Are incidents currently assessed and classified by the Service Desk prior to referring them to a specialist?





Answered Yes: 1303 (75%), Answered No: 432 (24%)

Question 3. Is there an incident manager responsible for managing and escalating incidents?





Answered Yes: 1109 (63%), Answered No: 626 (36%)

1.5 Management Intent

Question 4. Is the business committed to reducing the impact of incidents by their timely resolution?





Answered Yes: 1231 (76%), Answered No: 377 (23%)

Question 5. Have management commitment, budget and resource been made available for incident management?





Answered Yes: 1113 (69%), Answered No: 495 (30%)

Question 6. Have Incident Management been made aware of the business drivers and needs which will drive the priority for dealing with incidents?





Answered Yes: 954 (59%), Answered No: 654 (40%)

Question 7. Has an education and training programme been conducted for the Service Desk and incident managers outlining their relationships and interfaces with each other and with problem, change and configuration management?





Answered Yes: 713 (44%), Answered No: 895 (55%)

2 Process Capability

Question 8. Is an incident database maintained recording details for all reported incidents?





Answered Yes: 1107 (75%), Answered No: 361 (24%)

Question 9. Are all incidents managed in conformance with the procedures documented in SLAs?





Answered Yes: 720 (49%), Answered No: 748 (50%)

Question 10. Is there a procedure for classifying incidents, with a detailed set of classification, prioritisation and impact codes?





Answered Yes: 883 (60%), Answered No: 585 (39%)

Question 11. Is there a procedure for assigning, monitoring and communicating the progress of incidents?





Answered Yes: 987 (67%), Answered No: 481 (32%)

Question 12. Does incident management provide the Service Desk or Customer/User with progress updates on the status of incidents?





Answered Yes: 940 (64%), Answered No: 528 (35%)

Question 13. Is there a procedure for the closure of incidents?





Answered Yes: 1028 (70%), Answered No: 440 (29%)

Question 14. Does incident management provide the Service Desk with management information and recommendations for service improvement?





Answered Yes: 684 (46%), Answered No: 784 (53%)

Question 15. Are incident managers empowered to enforce agreed customer service levels with second line support and third party suppliers?





Answered Yes: 709 (48%), Answered No: 759 (51%)

Question 16. Do incident managers co-ordinate problem management, support staff and IT services management when a major incident occurs?





Answered Yes: 865 (58%), Answered No: 603 (41%)

Question 17. Has a study of the workload mix been conducted to determine the required staff levels, skill type and the associated costs of incident management?





Answered Yes: 573 (39%), Answered No: 895 (60%)

2.5 Internal Integration

Question 18. Does incident management match incidents against the problem and known error database?





Answered Yes: 577 (39%), Answered No: 877 (60%)

Question 19. Does incident management inform the Service Desk and problem management of work-arounds?





Answered Yes: 838 (57%), Answered No: 616 (42%)

Question 20. Are incidents which breach agreed service level targets identified and the incident resolution team informed of the breach?





Answered Yes: 685 (47%), Answered No: 769 (52%)

3 Products

Question 21. Are incident records maintained for all reported incidents (including resolution and/or workaround)?





Answered Yes: 994 (69%), Answered No: 434 (30%)

Question 22. Are requests for changes produced, if necessary, for incident resolution?





Answered Yes: 883 (61%), Answered No: 545 (38%)

Question 23. Are resolved and closed incident records updated and clearly communicated to the Service Desk, customers and other parties?





Answered Yes: 880 (61%), Answered No: 548 (38%)

Question 24. Are reports regularly produced for all the teams contributing to the incident resolution process, concerning incident status?





Answered Yes: 732 (51%), Answered No: 696 (48%)

Question 25. Is a workload analysis produced to help determine staffing levels?





Answered Yes: 549 (38%), Answered No: 879 (61%)

Question 26. Are management reviews held to highlight escalated incident details?





Answered Yes: 759 (53%), Answered No: 669 (46%)

3.5 Quality Control

Question 27. Are the standards and other quality criteria applicable for the registration of incidents and for call handling made clear to the incident management team?





Answered Yes: 806 (56%), Answered No: 610 (43%)

Question 28. Are Service Level Agreements available and understood by incident management?





Answered Yes: 723 (51%), Answered No: 693 (48%)

Question 29. Are the personnel responsible for incident management suitably trained?





Answered Yes: 881 (62%), Answered No: 535 (37%)

Question 30. Does the organisation set and review either targets or objectives for incident management?





Answered Yes: 721 (50%), Answered No: 695 (49%)

Question 31. Are there suitable tools in use to support the Incident Management function?





Answered Yes: 905 (63%), Answered No: 511 (36%)

4 Management Information

Question 32. Do you provide management with information concerning trend analysis in incident occurrence and resolution?





Answered Yes: 738 (52%), Answered No: 672 (47%)

Question 33. Do you provide management with information concerning escalated incidents?





Answered Yes: 822 (58%), Answered No: 588 (41%)

Question 34. Do you provide management with information concerning percentage of Incidents handled within agreed response time





Answered Yes: 778 (55%), Answered No: 632 (44%)

Question 35. Do you provide management with information concerning percentage of incidents closed by Service Desk without reference to other levels of support





Answered Yes: 779 (55%), Answered No: 631 (44%)

4.5 External Integration

Question 36. Do you hold regular meetings with the Service Desk to discuss incidents raised, progressed, escalated and closed?





Answered Yes: 678 (48%), Answered No: 708 (51%)

Question 37. Have the interfaces between the Service Desk and incident management been defined and communicated?





Answered Yes: 783 (56%), Answered No: 603 (43%)

Question 38. Does incident management exchange information with Problem Management concerning related problems and / or known errors?





Answered Yes: 729 (52%), Answered No: 657 (47%)

Question 39. Does incident management exchange information with Configuration Management regarding ease of use of configuration records, configuration anomalies and the potential flagging of configuration item, e.g. as 'failed' (or equivalent)?





Answered Yes: 493 (35%), Answered No: 893 (64%)

Question 40. Does incident management receive information from Change Management regarding impending changes to services?





Answered Yes: 763 (55%), Answered No: 623 (44%)

Question 41. Does incident management exchange information with Change Management regarding the details of possible changes to resolve particular incidents / problems?





Answered Yes: 697 (50%), Answered No: 689 (49%)

Question 42. Does incident management exchange information with Service Level Management concerning breaches in service level agreements and the service and support commitments they contain?





Answered Yes: 588 (42%), Answered No: 798 (57%)

5 Customer Interface

Question 43. Do you check with the customer if the activities performed by Incident Management Management adequately support the business needs?





Answered Yes: 625 (49%), Answered No: 632 (50%)

Question 44. Do you check with the customer that they are happy with the services provided?





Answered Yes: 778 (61%), Answered No: 479 (38%)

Question 45. Are you actively monitoring trends in customer satisfaction?





Answered Yes: 594 (47%), Answered No: 663 (52%)

Question 46. Are you feeding customer survey information into the service improvement agenda?





Answered Yes: 524 (41%), Answered No: 733 (58%)

Question 47. Are you monitoring the customers value perception of the services provided to them?





Answered Yes: 556 (44%), Answered No: 701 (55%)