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Tuesday, March 13, 2012

Metrics Used in Problem Management

Metrics should be put in place to measure the effectiveness and the efficiency of the Problem Management process. Some commonly used metrics would be:
• The percentage of Problems resolved within the timescales set out in the SLA
• The average cost of resolving a Problem
• The percentage of Major Problems where Major Problem Reviews have been carried out
• The percentage of actions from completed Major Problem Reviews that have been completed
• The number of Known Errors identified.
The actual number of Problems identified during a period is useful to give an indication of the scale of issues and the resources required, but on its own it is not a measure of the effectiveness or efficiency of the process.

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