Category | Type | Examples |
Category 1 | Definitions | No formal documentation in place |
Categories, impact, urgency, and priority levels not in line with other processes | ||
Category 2 | Metrics | Service Level Agreement (SLA) times are not defined |
Metrics are not defined | ||
No threshold timeline defined to transfer requests between teams | ||
Key Performance Indicators (KPI) are not defined | ||
Category 3 | Process | Problems are not tracked and managed according to the process and SLA |
No defined escalation process to ensure timely resolution | ||
Need to strengthen the integration between other processes | ||
Not recording the needed information, e.g., incident detection, logged, approved, resolution and closure timing are not captured. | ||
Category 4 | Reporting | No periodical process reviews to identify any potential improvements |
No exclusive reports generated to capture the total amount of activities per month | ||
All defined metrics are not measured | ||
Category 5 | Communication | Status information and estimated resolution timelines of incidents are not proactively communicated |