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Problem Management KPIs

Key Performance Indicators (KPIs) are useful for evaluating your Problem Management processes. In addition to the data provided by Service Management, you may need additional tools to report all of your KPI requirements. To visualize trend information, it is useful to graph KPI data.

Metric Description
Average time to diagnose Average time to diagnose problems and pinpoint the root cause and the known errors in a specified time period.
Average time to fix Average time to fix known errors.
Number of new problems Total number of problems recorded in a specified time period.
Number of solved problems Total number of problems solved in a specified time period.
Incidents caused by problems The number of incidents occurring before the problem is resolved in a specified time period.
ClosedITIL V3 KPIs

ITIL V3 recommends that you measure these performance indicators:

  • Total number of problems recorded in the period (as a control measure).

  • Percentage of problems resolved within Service Level Targets.

  • Percentage not resolved within Service Level Targets.

  • Number and percentage of problems that exceed target resolution times.

  • Backlog of existing problems and the trend (static, declining, or increasing).

  • Average cost of handling a problem.

  • Number of major problems, including opened, closed, and in the backlog.

  • Percentage of successful major problem reviews.

  • Number of known errors added to the Known Error database.

  • Percentage of accuracy of the Known Error database, based on audits of the database.

  • Percentage of major problem reviews completed successfully and on time.

ClosedCOBIT 4.1 KPIs

COBIT 4.1 recommends that you measure these performance indicators:

  • Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment.

  • Amount of application rework caused by inadequate change specifications.

  • Reduced time and effort required to make changes.

  • Percent of total changes that are emergency fixes.

  • Percent of unsuccessful changes to the infrastructure due to inadequate change specifications.

  • Number of changes not formally tracked, reported, or authorized.

  • Number of backlogged change requests.

  • Percent of changes recorded and tracked with automated tools.

  • Percent of changes that follow formal change control processes.

  • Ratio of accepted to refused change requests.

  • Number of different versions of each business application or infrastructure being maintained.

  • Number and type of emergency changes to the infrastructure components.

  • Number and type of patches to the infrastructure components.

ClosedRACI Matrix KPIs

The Responsible, Accountable, Consulted, and Informed (RACI) matrix describes the roles and responsibilities of various teams or people in delivering a project or operating a process. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes. RACI measures the following performance indicators where:

  • R=Responsible person

  • A=Accountable person

  • C=Consulted person

  • I=Informed person

Process ID

 Activity

Prob

Mgr

Prob

Coord.

Prob

Analyst

Chg

Coord.
SO 4.1 Problem Detection, Logging, Categorization and Assignment A/I R    
SO 4.2 Problem Prioritization and Planning A/R C    
SO 4.3

Problem Investigation and Diagnosis

 A R R  
SO 4.4

Known Error Logging and Categorization

 A R    
SO 4.5 Known Error Investigation A R    
SO 4.6 Known Error Solution Acceptance A/R C    
SO 4.7 Known Error Resolution A R R R
SO 4.8 Problem Closure and Review A/R C    
SO 4.9 Problem and Known Error Monitoring A/R C    

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