KPIs Problem Management: Difference between revisions

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'''ITIL Process''': [[ITIL V3 Service Operation|ITIL 2011 Service Operation]] - [[Problem Management]]
'''ITIL Process''': [[ITIL 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]
&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


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{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
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! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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|-
|Number of Problems
|Number of Problems
|Number of Problems registered by Problem Management
|
* grouped into categories
*Number of Problems registered by Problem Management
**grouped into categories
|-
|-
|Problem Resolution Time
|Problem Resolution Time
|Average time for resolving Problems
|
* grouped into categories
*Average time for resolving Problems
**grouped into categories
|-
|-
|Number of unresolved Problem
|Number of unresolved Problem
|Number of Problems where the underlying root cause is not known at a particular time
|
*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
|
*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
|
* grouped into categories
*Average work effort for resolving Problems
**grouped into categories
|}
|}


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&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
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Revision as of 14:11, 5 August 2013

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KPI's Problem Management
KPI's Problem Management


ITIL Process: ITIL 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

 

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