KPIs Problem Management: Difference between revisions
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'''ITIL Process''': [[ITIL V3 Service Operation]] - [[Problem Management]] | '''ITIL Process''': [[ITIL V3 Service Operation|ITIL 2011 Service Operation]] - [[Problem Management]] | ||
'''Source''': Key Performance Indicators for ITIL Problem Management from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map | '''Source''': Key Performance Indicators for ITIL Problem Management from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] | ||
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{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
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! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
|Number of Problems | |Number of Problems | ||
|Number of Problems registered by Problem Management | |Number of Problems registered by Problem Management | ||
* | * grouped into categories | ||
|- | |- | ||
|Problem Resolution Time | |Problem Resolution Time | ||
|Average time for resolving | |Average time for resolving Problems | ||
* | * grouped into categories | ||
|- | |- | ||
|Number of | |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 Incidents per Known Problem | ||
| | |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 | |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 | |Average work effort for resolving Problems | ||
* | * grouped into categories | ||
|} | |} | ||
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→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | → back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
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[[Category:ITIL V3|KPIs Problem Management]] | [[Category:ITIL V3|KPIs Problem Management]] | ||
[[Category:ITIL 2011|KPIs Problem Management]] | |||
[[Category:KPI (ITIL)|Problem Management KPIs]] | [[Category:KPI (ITIL)|Problem Management KPIs]] | ||
[[Category:Service Operation|KPIs Problem Management]] | [[Category:Service Operation|KPIs Problem Management]] | ||
[[Category:Problem Management|KPIs Problem Management]] | [[Category:Problem Management|KPIs Problem Management]] | ||
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Revision as of 11:58, 22 December 2011
<seo metakeywords="kpi problem management, kpis problem management, itil problem kpi" metadescription="Problem Management: The most important ITIL KPIs - ITIL Key Performance Indicators." />
ITIL Process: ITIL 2011 Service Operation - Problem Management
Source: Key Performance Indicators for ITIL Problem Management from the ITIL Process Map
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Problems | Number of Problems registered by Problem Management
|
| Problem Resolution Time | Average time for resolving Problems
|
| 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
|
→ back to: ITIL Key Performance Indicators
