KPIs Problem Management
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ITIL Process: ITIL V3 Service Operation - Problem Management
Source: Key Performance Indicators for ITIL Problem Management from the ITIL Process Map V3
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Problems | Number of Problems registered by Problem Management
|
| Problem Resolution Time | Average time for resolving a problem
|
| Number of Incidents per Problem | Average number of incidents linked to the same problem before problem identification |
| Number of Incidents per Known Problem | Average number of 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
