IT Employment

General discussion


Which Problem Management metrics do you use?

By Wilco Cornelisse ·
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.)

This conversation is currently closed to new comments.

Thread display: Collapse - | Expand +

All Comments

Collapse -

Time is money

by bcdady In reply to Which Problem Management ...

One of the most important metrics (at least to our leadership) that we collect is how long it takes to fix a problem. This is typically broken down to identify when an issue is detected, when it's actually believed to have been caused, when it was resolved or fixed and finally when preventative changes were implemented. The costs of lost productivity are measured against the costs of preventative measures (usually heavier on soft-costs than hard costs) to evaluate the net value of our problem management efforts.

Collapse -

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 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..

MCTS,ITIL,Co author of ITSM books

Related Discussions

Related Forums