KPIs Problem Management: Difference between revisions
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Revision as of 18:15, 11 November 2007
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ITIL Process: Service Support - Problem Management
| Key performance Indicator (KPI) | Definition |
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| Number of Problems | Number of Problems registered by Problem Management
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| Problem Resolution Time | Average time for resolving a problem
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| Number of Incidents per Problem | Average number of incidents linked to the same problem before problem identification |
| Number of Incidents per Known Problem | Average number of 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
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