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Metrics for Incident management

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Guest user Created:   Feb 14, 2019 Last commented:   Feb 14, 2019

Metrics for Incident management

I would like to ask about the metrics for Incident management is it normal that at the service desk function not have SLAs for resolution in a company implementing ISO 9001 and 27001 ?
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ISO 27001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 27001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Rhand Leal Feb 14, 2019

Answer:

The SLA is one way to ensure incident resolution in a timely manner, but if an organization has other ways to ensure performance (e.g., number of incidents reported in a period), it is achieving the expected results and the customers are satisfied, there is no need to implement SLAs (neither ISO 9001 or ISO 27001 require the establishment of SLAs).

These articles will provide you further explanation about performance measurement:
- How to perform monitoring and measurement in ISO 27001 https://advisera.com/27001academy/blog/2015/06/08/how-to-perform-monitoring-and-measurement-in-iso-27001/
- How to implement the Check phase (performance evaluation) in the QMS according to ISO 9001:2015 https://advisera.com/9001academy/blog/2015/11/17/how-to-implement-the-check-phase-performance-evaluation-in-the-qms-according-to-iso-90012015/
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Feb 14, 2019

Feb 14, 2019