KPIs Problem Management

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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