KPI's for Problem Management Success

[Robyn]

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?

Thanks.

[eisbergsk]

There was a discussion on KPIs for Problem Management in this forum back in 2006.
https://itilcommunity.com/modules.ph ... 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