During the lifecycle of the engagement, agreed measures and key performance indicators on Problem Management should be
assessed to evaluate the performance of the process. These measurements should be reported to the Engagement Manager who
would then communicate the same to stakeholders as agreed. What measurements should be captured, the frequency of reporting
and the stakeholders to whom the reports need to be communicated would be agreed and documented in the Problem Management
Procedures in the beginning of the engagement.
The Problem Manager must also analyze the metrics as well as escalations (if any) to identify improvements in the
process.
|
