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Key Performance Indicators for Problem Management

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

Problem Management KPIs

Title

Description

Average time to diagnose

The average time to diagnose problems and to pinpoint the root cause in a given time period.

Average time to fix

The average time to fix problem(s).

Number of new problems

The total number of problems recorded in a given time period.

Number of solved problems

The total number of problems solved in a given time period.

Incidents caused by problems

The number of incidents occurring before the problem is resolved in a given time period.

For completeness, the ITIL 2011 and COBIT 4.1 KPIs are included below.