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Problem Management KPI's

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Guest user Created:   Oct 31, 2017 Last commented:   Oct 31, 2017

Problem Management KPI's

Do you have information regarding ITIL problem management KPI? Let's say - how to measure the problems monthly
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ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Branimir Valentic Oct 31, 2017

Answer:
Problem Management KPI's can relate to problem's, incidents and changes. Here are few examples of PM KPI's:
Number of recurring incidents
Number of incidents without permanent resolution
Number of available Known Errors
Total numbers of problems
Size of current problem backlog for each IT service
Number of opened changes as a result of root cause elimination

You can find out more about Problem Management (and create further KPIs) in the article:
"How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record" https://advisera.com/20000academy/blog/2017/02/14/how-to-make-your-itiliso-20000-problem-management-more-effective-with-a-problem-record/
"ITIL Problem Management: getting rid of problems" https://advisera.com/20000academy/blog/2013/08/05/itil-problem-management-getting-rid-problems/
"ITIL Reactive and Proactive Problem Management: Two sides of the same coin" https://advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/

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Oct 31, 2017

Oct 31, 2017

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