What are the KPIs for problem management?
Problem Management KPIs
- number of problems registered,
- number of problems solved,
- number and percentage of problems with root cause identified,
- number and percentage of problems with workaround available,
- average age of a problem, per business impact,
What are KPIs in ITIL?
ITIL key performance indicators (KPIs) are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes.
How do you measure the effectiveness of problem management?
Measuring the effectiveness of problem management is a key part of the resolution process. There are several common metrics used, including: The percentage of problems resolved within the timescales set out in the Service Level Agreement (SLA) The average cost of resolving a problem.
What is problem management in ITIL?
Objective: Problem Management aims to manage the lifecycle of all Problems. The primary objectives of this ITIL process are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.
What is the KPI target on root cause identification on major incidents?
KPIs Problem Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| 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 |
What is KPI in knowledge management?
Key Performance Indicator (KPI) Definition A Key Performance Indicator is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets.