Optimal Service Management Ltd is owned and run by Stuart Rance, who has been providing IT service management and information security management services to clients across the world for many years, and is an author of many books including ITIL® Practitioner Guidance, RESILIA™ Cyber Resilience Best Practice, and ITIL Service Transition (2011 edition).
We provide consulting and training to help you improve how efficiently, effectively and securely you deliver IT to your customers, and how well you meet their needs. We also create original content to use on web sites and blogs, as well as for webinars and related purposes.
I delivered a presentation on Metrics and measurement at the Service Desk Institute conference in the UK. To my surprise, the most lively discussion topics were more about how well the service desk communicates with end users, than about metrics.
If you define an incident as "... interruption to an IT service..." then you're not really focussing on customers. One of my clients has a much more business-focussed definition, and this drives completely different behaviours...
Delivering services isn’t something that is unique to IT. We know good service when we receive it, and so do our customers. If you focus on service levels and processes your customers will never see you as more than an internal cost centre; if you focus on outcomes and customer experience instead then you can become a valued partner.