Task: Analyze And Report Measurements For Problem Management
In this task, all the agreed Problem Management measurements are captured and analyzed.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description

    The Problem Manager must monitor the Problem Management key performance indicators (KPIs) as committed to the Client.

    Examples of Problem Management KPIs include:

    • Number of problem records logged in a week/month
    • Number of repeated incidents
    • Percentage of problems resolved within SLA targets
    • Percentage of problems which has breached SLA
    • Number of known errors added to the KEDB in a week/month
    • Average incident resolution time for those incidents linked to problem records
    • Percentage accuracy of KEDB
    • Percentage of incidents closed by Service desk (without moving to other levels)
    • Backlog of outstanding problems
    • Number and Percentage of problems incorrectly categorized
    • Number of major problems received in a month / quarter
    • Average cost per problem.

    The Problem Manager must review and analyse the KPIs. In case of misses, root cause analysis for the same must be performed and corrective actions must be identified for the same.

    The Problem Management Report must be communicated to the Engagement Manager and other relevant stakeholders.