Meaningfull metrics for problem management
by Master2020
In reply to
Which Problem Management ...
ITIL problem management metrics are the least happening area but rapidly increasing focus..to have efficient metrics..use variable charts instead of attribute chart types. because the time of problem records open is differ and the time of problem records close is differ..
and the general metrics as follows
1)No. of problems raised
2)No. of KE identified
3)No. of incidents linked to problems
4)Cost and resource time to support the process
5)no. of rejected solutions/fix
6)no. of changes resulting in problems
7)number and cost of problems caused by changes
no. of problem records fixed by changes.
Hope this helps..
Jitendranath
MCTS,ITIL,Co author of ITSM books
India.
Which Problem Management metrics do you use?
One of the metrics I use is the average number of incidents in a year for each PC. This can be calculated by deviding the total number of incidents in a month ( x 12) or year by the number of desktops/laptops. When calculated over a longer period of time, the graph will show -hopefully that incidents per PC is falling. Due to Problem Management ofcourse!
This rate may also be used to compare it to benchmarks from Gartner or others. (However I do not have acces yet to this iformation myself.)
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