KPIs Problem Management

From IT Process Wiki
Jump to navigation Jump to search

share this page on LinkedInshare this page on Twittershare this page
KPI's Problem Management


Key Performance Indicators for Problem Management from the ITIL Process Map.

→ Back to: ITIL Key Performance Indicators

 

 

KPIs Problem Management
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