KPI's for Problem Management Success

Discussion on issues related directly or largely to ITIL problem management.
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Mon Apr 03, 2017 8:32 pm

Hi All,

I am planning to set up some KPI's for measuring problem management success by adding them as one of the objectives for tech teams.

Number of unresolved Problems ≤ 20% is what I recommended however this doesn't completely make sense because the resolution of problems will be dependent on the bandwidth and prioritisation of other teams.

Is there any other metrics I can use? if so what should be the absolute number?


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Location: Sask, Canada

Tue Jul 18, 2017 11:20 pm

There was a discussion on KPIs for Problem Management in this forum back in 2006. ... opic&t=787
(not sure if the link works, but it was 6 or so pages back, topic 787). Lots of ideas there, maybe useful?
Good luck :-)
In theory, there is no difference between theory and practice.
In practice, there is!
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