Problem to Known Error conversion rate

[neil1978]

Can anyone advise what is an industry standard percentage conversion rate from Problem to Known Error (and if this is a valid measurement)?

Thanks

Neil

[rjp]

The measurement is valid in the strict sense that the conversion rate is measurable and can be done so accurately.

However I can think of no actions you would want to take based on this measurement, nor anything significant in the problem management process that it would unambiguously and reliably indicate. Perhaps you would like to elaborate on what you intend to use it for.

There are no industry figures for this one that I know of. But it is a big industry.

[UKVIKING]

Neil,

The issue is that for company A problems - > known errors may be different than Company B

Company A may have Microsoft O/S and cisco ios
while
company B uses unix and juniper

so the incidents, problems and KE will be company centric

so there are no real numbers that would be useful
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ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Diarmid]

Neil,

this has been discussed before in some detail. Rjp's response pretty much covers the issue in a succinct way.
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[eisbergsk]

When I was monitoring this, I set my target of Problems Resolved (not just id'd as known errors) to Problems Identified to 95%. Reality was at about 80%.
Now, this was for a specific sample set of problems- we focused on what was in our organization Severity 1s (major incidents), so there was some acknowledgment that these were worth fixing.

This can be a useful measurement in that if the ratio of Problems Resolved to Problems Identified is low, what is being accomplished? My feeling is that with a low ratio, Problem management becomes nothing more than a make-work exercise, a 'check the pulse' instead of 'cure the patient & prevent further patients'. Personally, I like it when things happen.
/Sharon
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