Average time in hours to resolve a service commitment disruption

This measure calculates the average number of hours it takes to resolve a service commitment disruption. A service commitment disruption refers to a situation where a Service Level Agreement (SLA) is not met. This measure is a Cycle Time measure that helps companies analyze the duration of the process "deliver and support information technology services" from beginning to end.

Benchmark Data

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Measure Category:
Cycle Time
Measure Id:
100333
Total Sample Size:
2,211 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
Yes

Compute this Measure

Units for this measure are hours.

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Time in hours to resolve a service commitment disruption

Key Terms

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Cycle Time

Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.

Median

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

Measure Scope

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Cross Industry (7.1.0)

  • 8.7.1 - Develop IT services and solution delivery strategy (10595) - Creating a strategy for delivering IT services and solutions. Establish the sourcing strategy. Establish the delivery process procedures and tools. Examine and choose the most effective methodologies and tools.
    • 8.7.1.1 - Establish sourcing strategy for IT delivery (10699) - Creating and implementing a strategy for sourcing delivery of IT services and solutions. Examine the pros and cons of various sources that can support the delivery process. Select the most feasible and cost-effective sources.
    • 8.7.1.2 - Define delivery processes, procedures, and tools standards (10700) - Establishing standards for the processes, methods, and equipment supporting the delivery of IT services and solutions. Manage the transportation system, delivery schedule, etc. for the delivery process.
    • 8.7.1.3 - Select delivery methodologies and tools (10701) - Assessing the tools and techniques for delivering IT services and solutions, and choosing the most appropriate tools and techniques. Evaluate the pros and cons of all the methodologies and tools available. Choose the most efficient and effective methodology.
  • 8.7.2 - Develop IT support strategy (10596) - Creating a strategy for provision of support to users of IT services and solutions.
    • 8.7.2.1 - Establish sourcing strategy for IT support (10702) - Developing a strategy for sourcing resources to support users of IT services and solutions. Establish the sources that will make use of e-mail, live support software online, or a tool where users can log a call or incident in order to retrieve IT support.
    • 8.7.2.2 - Define IT support services (10703) - Establishing services for providing support to users of IT services and solutions. Define the plethora of services by which the organization assists users of computers, software products, or other electronic/mechanical products.
  • 8.7.3 - Manage IT infrastructure resources (10597) - Managing the resources required for administration of IT infrastructure. Manage the IT inventory and assets. Take care of the organization's IT resource capacity.
    • 8.7.3.1 - Manage IT inventory and assets (10704) - Managing the complete list of IT items or resources available with the organization. Use inventory and asset management systems to automate the process of asset discovery, tracking, and reporting of the resources.
    • 8.7.3.2 - Manage IT resource capacity (10705) - Handling the resource capacity of the IT function. Manage storage, computer hardware, software, and connection infrastructure resources that can be stored as inventory or provided by the organization as needed.
  • 8.7.4 - Manage IT infrastructure operations (10598) - Managing all processes and services that are provisioned by an IT staff to their internal or external clients and used by themselves. Deliver IT services and solutions. Perform IT operations support services.
    • 8.7.4.1 - Deliver IT services and solutions (10706) - Supplying or provisioning IT services and solutions to the users. Design an IT service delivery model that defines the processes and procedures needed to deliver the IT services and solutions.
    • 8.7.4.2 - Perform IT operations support services (10707) - Executing support services for operational activities within the IT function. Use operation support systems to manage the IT operations support services.
  • 8.7.5 - Support IT services and solutions (10599) - Managing the availability of the IT services and solutions. Provide facilities. Manage backup/recovery systems. Track performance and capacity. Manage any incidents, problems, or inquires related to it.
    • 8.7.5.1 - Manage availability (10708) - Handling the availability for IT services and solutions. Manage the inventory and operations systems to ensure that the demand for the IT solutions and services is always met.
    • 8.7.5.2 - Manage facilities (10709) - Managing the facilities that support the provision of IT services and solutions. Keep facilities such as the software, hardware, and systems up-to-date in order to ensure the provision of IT services and solutions.
    • 8.7.5.3 - Manage backup/recovery (10710) - Managing backup/recovery for IT services and solutions. Copy and archive computer data so it may be used to restore the original after a data loss event. Use a backup system or application.
    • 8.7.5.4 - Manage performance and capacity (10711) - Overseeing the performance and capacity of IT services and solutions. Use key performance indicators to routinely track the performance and capacity levels of IT services and solutions.
    • 8.7.5.5 - Manage incidents (10712) - Managing instances or occurrences within the IT function.
    • 8.7.5.6 - Manage problems (10713) - Identifying, recording, and resolving any IT problems. Create and manage a problem-resolving system or function within the IT function to ensure smooth and timely operations.
    • 8.7.5.7 - Manage inquiries (10714) - Taking care of the inquiries or requests by the customers or users of the IT services and solutions provided by the organization.