When does "Repair Time" start?

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You will commonly see the metrics of "Response Time" and "Repair Time" used as Support Metrics…

I understand that Repair Time starts at the point of logging the call A friend disagreed saying it starts when the Engineer STARTS work on the problem.

What is the correct understanding from the ITIL/SLM Perspective?

An example to elucidate my problem can be: if I log the call at 9am. And we promise a Response Time of 1 hour & Repair of 4 hours.

It means someone will get back to the customer within 1 hour, i.e. by 10am. And they will fix the problem by 1pm.

Am I correct in my understanding here?



-- Bob Duncan (bobduncan@toughguy.net), November 28, 2004

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