KPIs Problem Management: Difference between revisions

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Key Performance Indicators for [[Problem Management]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map].


'''ITIL Process''': [[Service Support]] - [[Problem Management - ITIL V2|Problem Management]]
&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


<p>&nbsp;</p>
<p>&nbsp;</p>


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|+style="background:#ffffff;"|<span style="color:#013b5e; font-size: 120%;"><b>KPIs Problem Management</b></span>
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Number of Problems
|Number of Problems
|Number of Problems registered by Problem Management
|
* per category
*Number of Problems registered by Problem Management
**grouped into categories
|-
|-
|Problem Resolution Time
|Problem Resolution Time
|Average time for resolving a problem
|
* per category
*Average time for resolving Problems
**grouped into categories
|-
|-
|Number of Incidents per Problem
|Number of unresolved Problem
|Average number of incidents linked to the same problem before problem identification
|
*Number of Problems where the underlying root cause is not known at a particular time
|-
|-
|Number of Incidents per Known Problem
|Number of Incidents per Known Problem
|Average number of incidents linked to the same problem after problem identification
|
*Number of reported Incidents linked to the same Problem after problem identification
|-
|-
|Time until Problem Identification
|Time until Problem Identification
|Average time between first occurance of an incident and identification of the underlying root cause
|
*Average time between first occurance of an Incident and identification of the underlying root cause
|-
|-
|Problem Resolution Effort
|Problem Resolution Effort
|Average work effort for resolving problems
|
* per category
*Average work effort for resolving Problems
**grouped into categories
|}
|}
<p>&nbsp;</p>
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|KPIs Problem Management]]
[[Category:ITIL 2011|KPIs Problem Management]]
[[Category:KPI (ITIL)|Problem Management KPIs]]
[[Category:Service Operation|KPIs Problem Management]]
[[Category:Problem Management|KPIs Problem Management]]
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Latest revision as of 16:30, 17 June 2019

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KPI's Problem Management
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

 

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