For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
The Itil Community Forum: Forums
ITIL :: View topic - success of Problem Management
Posted: Fri Jan 25, 2013 1:42 am Post subject: success of Problem Management
If a new IT department implemented Problem management in to their environment. After a year (for example) how would you measure the success of Problem Management. How would you determine if Problem management has been a benefit to the whole IT department.
What sort of points would you look for and what stats would you have?
Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Fri Jan 25, 2013 3:58 am Post subject:
This is related to the goals you set for the problem team.
What are the goals you set for the problem team?
1) reduced occurrence of application downtime?
2) reduced incidents by providing the RCA?
3) reduced TTR by having monitoring or proactive actions in place?
4) ....
And then based on above goals, you define your KPIs.
e.g.
Total number of downtime each month or your availability time. _________________ Luo, Tian-Hong (Ken)
Regional Operation Lead
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
