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ITSM plays a crucial role in managing and delivering IT services effectively. By implementing ITSM practices, organizations can enhance service quality, improve operational efficiency, and align IT services with business objectives. The various components of ITSM, such as incident management, problem management, change management, service request management, asset and configuration management, and service level management, work together to establish a structured framework for IT service delivery and support. In the following sections, we will focus on a specific aspect of ITSM: the "Completed Closed vs. Reopened" report, which provides insights into incident resolution.
Importance of tracking and
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analysing closed and reopened incidents
In the world of IT service management (ITSM), incidents are an inevitable part of the landscape. Incidents can range from service disruptions and system failures to software glitches and user errors. Resolving these incidents promptly and effectively is crucial for maintaining smooth IT operations and ensuring customer satisfaction.
However, it is equally important to track and analyze analyse incidents even after they are resolved, as this provides valuable insights for continuous improvement and proactive problem-solving. This is where the significance of tracking and analyzing completed analysing closed and reopened incidents comes into play.
Reopened incidents refer to cases where a previously resolved incident resurfaces due to incomplete resolution, unresolved underlying issues, or other factors. Analyzing Analysing reopened incidents helps pinpoint weaknesses in the incident management process, identify areas requiring further investigation or improvement, and ensure that incidents are resolved completely on the first attempt.
How can IT Managers benefit from measuring
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“Closed vs Reopened“?
Understanding metrics like "completedclosed" vs "resolved" can provide valuable insights into your ITSM processes and effectiveness (not only Incident and Request Management!).
Measuring Team Performance: By monitoring the completed closed vs resolved metric, IT teams can measure how effectively they're dealing with incidents, service requests and other types of tickets. If a large number of issues are being reopened after being marked as resolved, it might indicate that problems are not being addressed properly in the first instance.
Quality Assurance: The frequency of reopened tickets can provide valuable feedback on the quality of work. High levels of re-opened issues might suggest poor initial resolution, a lack of understanding about the problem, or that the problem is more complex than first assumed.
Identifying Trends: Monitoring the ratio of completed closed to reopened issues over time can reveal trends. A sudden increase in reopened issues, for instance, might suggest new problems with a system or service, or potentially a knowledge gap within the team.
Process Improvement: Keeping track of the completed closed vs resolved issues allows you to identify areas where your service management processes can be improved. For instance, if you find that issues are frequently marked as resolved but are later reopened, this could indicate a need for better problem analysis or more rigorous testing procedures.
Customer Satisfaction: It's frustrating for users when issues they thought were resolved reappear. Monitoring the number of reopened issues can therefore provide an indirect measure of customer satisfaction. By minimizing reopened issues, you're likely to improve user experience and satisfaction.
Resource Allocation and Planning: The metric allows you to better understand your service desk's workload and capacity planning. If many issues are being reopened, this is an indication that more resources may be needed to ensure issues are fully resolved the first time.
Hence, the completed closed vs resolved metrics serve as an important KPI for ITSM teams to gauge their efficiency, quality of service, and user satisfaction. They can also provide key insights for strategic planning and resource management.
Understanding the "
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Closed vs Reopened" Report
When analyzing analysing reopened incidents, it's important to identify the reasons behind their recurrence, whether it's due to incomplete resolution, unresolved underlying issues, or other factors. This analysis helps in addressing root causes, improving incident management processes, and ensuring incidents are fully resolved.
The "Completed closed vs Reopened" ratio is calculated by comparing the number of completed closed incidents to the number of reopened incidents. This ratio provides insights into the effectiveness of incident resolution, as a higher ratio indicates a lower rate of incidents being reopened and suggests better overall incident management performance. Monitoring and analyzing analysing this ratio helps in identifying areas for improvement, implementing preventive measures, and ensuring incidents are resolved thoroughly on the first attempt.
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Actonic “Completed “closed vs Reopened Report” also provides user with Data Source table enabling the quick analysis of when Reopening happened, what was the exact transition, and providing a supportive comment to explain if the transition is counted in the report itself:
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In Jira Service Management user could set up a report against Time series for issues completed closed and issues reopened. To do so, you will need to create Jira Service Management report against two date series:
Resolved Issues in Completedclosed, Closed, done etc statuses
Resolved Issues in the same statues but ever been in “Reopened“ Status (if you have it introduced in your workflows)
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In contrast to Jira's built-in reporting, the Actonic "Completed Closed vs Reopened" report allows you to:
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