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ITIL :: View topic - success of Problem Management
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success of Problem Management

 
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fulhamn
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Joined: Oct 08, 2012
Posts: 13

PostPosted: Fri Jan 25, 2013 1:42 am    Post subject: success of Problem Management Reply with quote

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?
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KenLuo
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Joined: Nov 03, 2012
Posts: 55
Location: Singapore

PostPosted: Fri Jan 25, 2013 3:58 am    Post subject: Reply with quote

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.
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