Average Time to Diagnose Problems

Description

The Average Time to Diagnose Problems report breaks down all open problems in a given time period by priority ("1 - Critical", "2 - High", "3 - Average", "4 - Low") and then by service (Applications, E-mail/Webmail, Intranet/Internet, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of all open problems using a bar graph. You can double-click any bar to display a detailed breakdown of that priority by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by priority and service of the open problems.

Customer Value

This report provides an insight into the average time to diagnose problems, pinpoint the root cause of incidents and to determine the resolution for a time period. The percentages and totals displayed in group headings indicate the focus of an organization on the Problem Management process and the extent in which problem analysts are equipped to do their job. A high percentage of the average turnaround time means that there is not enough focus on problem diagnosis. This information can be used by the Problem Manager to adjust the focus on problem diagnosis within different support groups and determine whether extra resources are needed.