What ITSM fields are needed for Incident Analysis
Quite often, Data Analysts and Data Scientists are provided with a set of data and told to perform analysis to harvest insights. The ask could be very specific, such as, find the reason for high number of outages or it could be more general such as find ways to 1 – Reduce ticket volume, 2 – Improve Response and Resolve times, and 3 – Improve the Client experience.
While this is straight-forward, the challenge comes when key fields are not provided or the data has poor quality. Substantial amount of time has to be spent obtaining the key fields needed for the analysis or cleansing and preparing the data for the analysis.
To standardize the approach, I am going to outline the fields needed for analysis and group them into specific categories.
Volumetric/Time Series Analytics – [Opened Date, Create Date, Resolved Date, Closed Date, Escalation Date, Last Reopen Date, Last Update Date, Work Start Date, Work End Date]
Client Analytics – [Affected User, Business Functional Unit, City, Country, Department, VIP]
Client Experience Analytics – [CSAT, FCR, FCE]
Backlog Analytics – [Incident State, Incident State Hold Reason, SLA Held]
Categorical Analytics – [Category, Subcategory, Close Code, Resolve Code, Configuration Item, Requested Item, Priority, Contact Type, Business Service, Business Criticality, Escalation Type, Impact, Urgency, Service Criticality, Service Offerings, Severity, Application ID]
Descriptive Analytics – [Short Description, Description, Close Notes, Work Notes, Additional Comments]
Technician/Tower Analytics – [Assigned To, Assignment Group, Created By, Created By Group, Resolved By, Resolved By Group, Closed By, Closed By Group]
Knowledge Management Analytics – [KB Article Usage, Reassignment Count, Reopen Count]