Hi there!

Incident Management: is there a cost model to apply against a KPI to show opportunity or efficiency both to IT and users?

Or is this a v2 misconstrued pipe dream?

Daniel

Daniel,

ITIL V3 does not directly answer your question, although it outlines some of the techniques you could employ to build such a model. I believe that the most important technique it addresses is the Incident Model. Incident Models are pre-defined steps for handling particular types of incidents. This ensures that ‘standard’ incidents are handled in a pre-defined way and in a pre-defined timescale. I also believes it will provide a baseline against which you can define and chart Key Performance Indicators (KPI) to measure opportunity costs and efficiencies.

Among the things an Incident Model includes are the steps to take to handle the incident, the chronological order of these steps including dependencies, responsibilities, timescales and thresholds for completing the actions, escalation procedures, and types of information that should be tracked.

I believe that building Incident Models for your common incident types will provide a foundation against which you can build a cost model to better assess their impact.