metric?

Discussion on issues related directly or largely to ITIL problem management.
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elbow
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Fri Dec 07, 2012 4:15 pm

Hey Chaps camer across this little ditty on a prev post here on the itil forum suggesting some PM metrics

decrease in number reoccurring incidents caused by unresolved problems. If there is something that nets out the mgmt of problems, this metric is it. Do this and ur organisation will prosper

can anyone just translate to me what this means?


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Diarmid
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Sat Dec 08, 2012 4:15 pm

I don't know.

For sure the term "reoccurring" is too narrow since not all problems cause only one incident.

Certainly the term "unresolved" is redundant.

But that does not help much. Even before getting to the term "nets out" which has no meaning for me, the statement does not say anything about the severity of the problems resolved or the quality of the process.

Besides some problems are, and have to be, resolved after one or less incidents because problem management is pro-active in part.

And anyway, workarounds can often circumvent incidents.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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elbow
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Tue Dec 11, 2012 8:04 am

thanks for clearing that up
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