What factors are contributing to the sudden 30% increase in average resolution time for incidents logged through the ServiceNow platform?

Introduction

A sudden 30% increase in average resolution time for incidents logged through the ServiceNow platform is a critical issue that demands immediate attention. This unexpected spike could significantly impact user satisfaction, operational efficiency, and overall service quality. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the system. Has there been any significant update or modification to the ServiceNow platform in the last 30 days?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the update's impact; if no, we'd look at other factors.

• Considering user segments, I'm wondering if this increase is uniform across all types of incidents. Are we seeing this 30% increase consistently across all incident categories, or is it more pronounced in specific areas?

Why it matters: Helps narrow down the problem to specific incident types or user groups. Expected answer: The increase is more significant in certain incident categories. Impact on approach: If uniform, we'd look at system-wide issues; if varied, we'd focus on specific incident types.

• Thinking about performance metrics, I'm curious about the incident volume. Has there been any notable change in the number of incidents being logged during this period?

Why it matters: Volume changes could indicate broader issues or changes in user behavior. Expected answer: Incident volume has remained relatively stable. Impact on approach: If volume increased, we'd investigate capacity issues; if stable, we'd focus on resolution process efficiency.

• Considering potential measurement issues, I'm wondering about the consistency of our metrics. Have there been any changes to how we calculate or measure average resolution time recently?

Why it matters: Ensures we're comparing apples to apples and not facing a data anomaly. Expected answer: No changes in measurement methodology. Impact on approach: If changed, we'd need to reassess our baseline; if unchanged, we can trust the comparative data.