Gartner Research

Measures for Incidents, Problems, and Changes

Published: 25 August 2016

ID: G00359884

Analyst(s): Consult the Board Research Team


Thirty-two members shared their experiences regarding approaches to maintaining operational excellence including details related to incident volume, resolution, and severity. Members also share insight into how they deal with problems, including the frequency of P1 incidents in problem tickets and the average age of problem tickets at closure and how they handle changes in their organizations and the percentage of changes that lead to incidents and experience of using of ITIL measures of incidents, problems, and changes.

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