How to measure incident ownership adoption after an implementation
Whether incident ownership 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 open item has a named owner at all times, and reassignment is an explicit act rather than an item drifting back to a queue nobody watches.
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 ownership 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: an assignee or owner column populated on open records, not only on closed ones. 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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