HDI has just published a new article by Paul entitled “How to Classify Performance Issues”
Recently, a question came into the HDIConnect community site, asking about the best way to classify and handle performance issues. Performance for the purpose of this discussion is the availability, reliability, or responsiveness of a service.
The short answer is that in most cases issues that are reported as “performance problems” should be classified as incidents, not service requests. However, there are exceptions. To understand why, Paul goes into the industry definitions for incidents verses service requests, why its important to define what is meant by “normal performance,” the impact of capacity planning and management on performance, what typically triggers a performance issue, and why it’s important to define quality and set standards.
Read the full article in HDI’s SupportWorld magazine: https://www.thinkhdi.com/library/supportworld/2019/incidents-or-requests.aspx