KPIs Problem Management
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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
