3.3 Analyzing output reports to improve the Item management operation
To improve the operation and operating structure of Items, the incident management administrator and the problem management administrator analyze the content of the reports that were output based on accumulation data. This section describes an example of how to analyze a monthly report on the average required time for Item processing.
Procedure
-
Check the content of the report and then compare the average required time for Item processing between the target value and the actual value.
-
If you found a point for which the actual value extremely excesses the target value in step 1, identify the fundamental cause.
In this example, go to the next step on the assumption that you identified the fundamental cause.
-
Create a solution for the fundamental cause.
Improve the operation and operating structure of Items, based on the created solution. By outputting a report with the same conditions the next month and comparing the report with the report output this month, you can evaluate the effects of the improvements.