Problem Management Metrics

Here are some Problem Management metrics:


Key Performance Indicators
Average resolution time (MTTR) < X days (depending on the Service)
% reduction of time to implement fixes to Known Errors
% reduction of time of undiagnosed Problems
# Incidents linked to a Problem record
# Open Problems by severity
Frequency of updates / Service on Watch minutes
% problems opened proactively
Weekly trending exercises
Percentage reduction in repeat Incidents
Percentage reduction in the Incidents affecting service to Customers
Percentage reduction in the known Incidents/Problems encountered
Percentage reduction in downtime
Improved Customer Satisfaction Surveys responses on business disruption caused by Incidents and Problems
Major Incident reports to be distributed within 5 working days of the incident being resolved
% Number of Problem record closed within the targeted specific time frame
% reduction of time to implement fixes to Known Errors
% reduction of time of undiagnosed Problem.


Critical Success Factors
Improve service quality
Minimise impact of problems

Critical To Quality
A mature Problem Management process meaning
All Major Incident reports are issued within 5 working days
Proactive & Reactive Problems are raised
Trending is carried out
Problem review boards are held once a month
MSR information is provided
All Problems are updated on at least a fortnightly basis
All Problems should have a valid Change record against remedial activities

What do you think? What do you use to measure the success of your Problem Management processes?

Problem Management – how to log Major Incidents

Following on from my previous post about reactive Problem Management, here are some of the things to look at when starting to document Major Incidents