What are the KPIs for problem management?

Problem Management KPIs

  • number of problems registered,
  • number of problems solved,
  • number and percentage of problems with root cause identified,
  • number and percentage of problems with workaround available,
  • average age of a problem, per business impact,

What are KPIs in ITIL?

ITIL key performance indicators (KPIs) are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes.

What is problem management in ITIL?

What is ITIL Problem Management? Problem Management is an IT service management process tasked with managing the life cycle of underlying “Problems.” Success is achieved by quickly detecting and providing solutions or workarounds to Problems in order to minimize the impact on the organization and prevent a recurrence.

Does problem management have SLA?

Problem Management supports the selection of more than one applicable SLA for a problem record. When you open a problem, you can choose a Customer SLA for the contact, a Customer SLA for the contact and one or more applicable Service SLAs for the contact’s subscriptions to a service, or no SLAs at all.

What are the 5 whys in problem-solving?

Five whys (or 5 whys) is an iterative interrogative technique used to explore the cause-and-effect relationships underlying a particular problem. The primary goal of the technique is to determine the root cause of a defect or problem by repeating the question “Why?”. Each answer forms the basis of the next question.

What is KPI and CSF?

CSFs, critical success factors, and KPIs, key performance indicators, can both help a business gain success. While CSFs are actions a business takes to achieve its goals, KPIs are metrics that show a business’s progress.