How to measure incident categorisation adoption after an implementation
Whether incident categorisation is actually happening now, expressed as a number you can put in front of management.
What good looks like, so there is something to measure against: Every ticket carries a category chosen from a short agreed list, set when it is logged rather than corrected at close, and the list is reviewed when the same 'other' entries keep appearing.
Ask the people doing the work, not the system. A tool reports what was typed into it, which is a claim about the tool. Whether incident categorisation is followed is a fact about the team, and the team is the only source for it.
Ask the same question again a month later. One measurement is an opinion with a decimal point. Two measurements taken the same way is the first thing anyone can act on.
Where the records help: a category or classification column, populated on most records rather than a fraction of them. That is what a reconstruction reads, and it is also the cheapest ongoing check that the survey answers and the system agree with each other.
Do this with Adoption Evidence
One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.
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