Average time in hours to respond to highest priority problem for the current year

This measure calculates the average number of hours it takes to respond to the highest priority problem (of all application breaks or fixes) for the current year. It tracks the time between the first formal report of the problem and when the IT service management team responds; the endpoint is when the issue is understood and acknowledged. This measure is part of a set of Cycle Time measures that help companies analyze the duration of the process "develop and maintain information technology solutions" from beginning to end.

Benchmark Data

Lock

Sorry! Not all users have access to all of our resources.

Want to unlock access to all of our resources?

Learn about Membership Arrow with stem
Measure Category:
Cycle Time
Measure ID:
100336
Total Sample Size:
852 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No
Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are hours.

Back to Top
Average time in hours to respond to the highest priority problem

Key Terms

Back to Top

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.

Measure Scope

Back to Top

Cross Industry (7.1.0)

  • 8.5.1 - Develop the IT development strategy (10587) - Creating and implementing a strategy for developing the IT function. Establish sources for IT development. Establish processes, methodologies, and tools. Select appropriate development tools and methodologies.
    • 8.5.1.1 - Establish sourcing strategy for IT development (10666) - Designing and establishing an institutional procurement process that defines the sources and ways that continuously improve and re-evaluate the IT services. Outline how specific vendors and suppliers will deliver the IT components and activities to develop the IT function.
    • 8.5.1.2 - Define development processes, methodologies, and tools standards (10667) - Establishing the methods, processes, and tools that will set the foundation for developing the IT development strategy. Define the new components, technologies, tools, and software for the development process.
    • 8.5.1.3 - Select development methodologies and tools (10668) - Identifying approaches and equipment for developing the IT function and choosing the most appropriate approach and tools. Analyze the pros and cons of various tools and methods on the basis of their cost effectiveness, development value, etc.
  • 8.5.2 - Perform IT services and solutions life cycle planning (10588) - Executing life-cycle planning for IT services and solutions. Develop new requirements and feature-function enhancements. Create and design a life cycle plan that takes care of the current and future state of IT services and solutions.
    • 8.5.2.1 - Plan development of new requirements (10669) - Identifying and establishing new requirements of IT function in order to develop the IT solutions. Plan for new tools and components required for the development of IT services and solutions.
    • 8.5.2.2 - Plan development of feature and functionality enhancement (10670) - Creating a plan or strategy for the development of the distinctive attributes and the activities performed by the IT services and solutions.
    • 8.5.2.3 - Develop life cycle plan for IT services and solutions (10671) - Creating and implementing a life-cycle plan for developing IT services and solutions. Make plans, projections, and decisions based on the life cycle of the IT services and solutions. Determine current and future IT requirements, performance, goals, and objectives.
  • 8.5.3 - Develop and maintain IT services and solutions architecture (10589) - Creating the architecture for the IT services and solutions. Revise as needed. Retire in case of inefficiencies.
    • 8.5.3.1 - Create IT services and solutions architecture (10672) - Designing and developing a complex or carefully designed structure that lays out the specifications, models, and guidelines concerning IT services and solutions.
    • 8.5.3.2 - Revise IT services and solutions architecture (10673) - Reconsidering and revamping the IT services and solutions architecture, which lays out the specifications, models, and guidelines concerning IT services and solutions.
    • 8.5.3.3 - Retire IT services and solutions architecture (10674) - Withdrawing the IT services and solutions architecture in case of inefficiencies.
  • 8.5.4 - Create IT services and solutions (10590) - Understanding customer requirements. Design the IT services and solutions based on the requirements. Develop components for providing the requirements. Train resources to provide support. Test the IT services and solutions in advance. Confirm the customer experience post-sale.
    • 8.5.4.1 - Understand confirmed requirements (10675) - Obtaining and comprehending the requirements for IT services and solutions in the market. Conduct market research to understand and analyze the possible market for the organization's IT services and solutions.
    • 8.5.4.2 - Design IT services and solutions (10676) - Designing specific applications of business and technical expertise. This will enable organizations in the creation, management, and optimization of, or access to, information and business processes.
    • 8.5.4.3 - Acquire/Develop IT service/solution components (10677) - Acquiring and creating the components needed for the provision and development of IT services and solutions. Design or acquire software, hardware, interfaces, servers, etc.
    • 8.5.4.4 - Train services and solutions resources (10678) - Preparing resources for the provision of IT services and solutions. Teach the skill or type of behavior through sustained practice and instruction to the employees who will provide the IT solutions and services.
    • 8.5.4.5 - Test IT services/solutions (10679) - Examining the developed IT services and solutions. Test the IT services and solutions in focus groups, etc.
    • 8.5.4.6 - Confirm customer acceptance (10680) - Analyzing the adoption of the IT services and solutions by customers, and confirming the customers' experiences met expectations. Use customer feedback, customer surveys, and customer reviews to effectively communicate and comprehend the experiences of the customers.
  • 8.5.5 - Maintain IT services and solutions (10591) - Updating and maintaining the requirements for IT services and solutions. Perform defect analysis, and design changes accordingly. Acquire or develop the components for changed IT services and solutions. Test changes. Retire the outdated and inefficient IT solutions and services.
    • 8.5.5.1 - Understand upkeep/enhance requirements and defect analysis (10681) - Comprehending the need to enhance the IT services and solutions by performing defect analysis. Update the requirements for IT services and solutions. Perform an analysis using defects as data for continuous quality improvement in IT services and solutions.
    • 8.5.5.2 - Design change to existing IT service/solution (10682) - Taking into account the updated requirements and design changes for the IT services and solutions.
    • 8.5.5.3 - Acquire/Develop changed IT service/solution component (10683) - Acquiring or creating components for changing IT services and solutions. Design or acquire updated software, hardware, interfaces, servers, etc.
    • 8.5.5.4 - Test IT service/solution change (10684) - Performing tests on a changed or updated IT services and solutions. Test the IT services and solutions by piloting solutions, creating trial runs, etc. to validate the impact of change. Ensure the IT function facilitates the required amount of support.
    • 8.5.5.5 - Retire solutions and services (10685) - Withdrawing inefficient and outdated IT solutions and services.