success of Problem Management

Discussion on issues related directly or largely to ITIL problem management.
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fulhamn
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Thu Jan 24, 2013 10:42 am

If a new IT department implemented Problem management in to their environment. After a year (for example) how would you measure the success of Problem Management. How would you determine if Problem management has been a benefit to the whole IT department.

What sort of points would you look for and what stats would you have?


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KenLuo
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Thu Jan 24, 2013 12:58 pm

This is related to the goals you set for the problem team.

What are the goals you set for the problem team?

1) reduced occurrence of application downtime?
2) reduced incidents by providing the RCA?
3) reduced TTR by having monitoring or proactive actions in place?
4) ....

And then based on above goals, you define your KPIs.

e.g.
Total number of downtime each month or your availability time.
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
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