The process is highly fragmented and inefficient, with severe rework (40%) and a major administrative delay of nearly 7 days before closure.
It takes an average of 169 hours (7 days) to move from 'Completed' to 'Closed'.
This significantly inflates overall resolution times and hides process performance.
40% of all incidents involve at least one rework step.
This indicates unclear requirements, incorrect routing, or quality issues causing churn.
There are 164 different paths to resolution for just over 1,000 incidents.
There is no standard process, leading to unpredictable outcomes and durations.
Only 12.8% of the total cycle time is spent in active 'touch' time.
Incidents spend the vast majority of their lifecycle waiting in queues.
High-volume loops exist between 'Work in Progress', 'Pending', and 'Open' statuses.
This suggests incidents are bouncing between teams or waiting for information.
Key fields like Priority, Subcategory, and Assignment Group are 100% populated.
Over 92% of incidents are closed with a 'Solved' or 'Solved Remotely' code.
'Self-service' is the most common contact type, accounting for 43% of incidents.
Implement a business rule to auto-close 'Completed' incidents after 3-5 days.
Review incidents looping between 'Work in Progress' and 'Pending' to find root causes.
Investigate why 17% of incidents regress from 'Work in Progress' back to 'Open'.