KPIs Problem Management

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KPI's Problem Management


ITIL Process: ITIL 2011 Service Operation - Problem Management

Source: Key Performance Indicators for ITIL Problem Management from the ITIL Process Map

→ back to: ITIL Key Performance Indicators

 

 

Key Performance Indicator (KPI) Definition
Number of Problems
  • Number of Problems registered by Problem Management
    • grouped into categories
Problem Resolution Time
  • Average time for resolving Problems
    • grouped into categories
Number of unresolved Problem
  • Number of Problems where the underlying root cause is not known at a particular time
Number of Incidents per Known Problem
  • Number of reported Incidents linked to the same Problem after problem identification
Time until Problem Identification
  • Average time between first occurance of an Incident and identification of the underlying root cause
Problem Resolution Effort
  • Average work effort for resolving Problems
    • grouped into categories