The process is undermined by a high rework rate (60%), extreme fragmentation (222 variants), and a majority of incidents (67%) breaching SLAs.
67% of incidents with SLAs are breaching their response or resolution targets.
The process is unpredictable and fails to meet its service commitments.
Over 60% of all incidents involve rework steps, adding delays and effort.
This signals unclear requirements or frequent handoff problems between states.
The process has 222 distinct paths, with the most common one used for only 14% of incidents.
This fragmentation leads to inconsistent handling and unpredictable outcomes.
Work is spread across 45 assignment groups, with no single team handling more than 2.7%.
This may indicate a lack of specialized teams or unclear routing rules.
Flow efficiency is high at 80.2%, with most time spent in active work states.
Core classification fields like priority and contact type are 100% populated.
All incidents consistently move from 'New' to 'Active' in an average of 3.27 hours.
Standardize information requests for the 'Work in Progress' to 'Pending User' transition.
Review why 36% of incidents bounce from 'Assigned' back to 'Active'.
Document and promote the most common non-rework variant as the standard process.