Measuring pro-active Problem Mgt

[BevoM]

Former PO for Incident Mgt who's been assigned as the PO for Problem Mgt... and am wondering if the collective community on this site might be able to recommend metrics/KPIs that would measure the effectiveness of the pro-active portion of PM. Any advice/thoughts/recommendations would be appreciated.

[Guerino1]

Hello BevoM,

Problem Management is a Quality Control function. In the end, you should be able to measure the effectiveness of PM the same way you would measure the improvement of all QC functions. Things like:

- Cost per Problem/Defect should go down
- Time per Problem/Defect should go down
- Etc.

I hope this helps.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL

[psychstorm]

BevoM,
One way to do it would be to measure the number of problems detected without linked incidents (this means that no incident has been raised for it as of yet, so you've caught the problem before its affected users, i.e. incident)

SS
PS thats assuming that your processes are working correctly and not that you have a bunch of problem which people have forgotten to link the incidents to

[pineapple]

The best metrics are from the Expanded Incident Lifecycle where the MTTR and MTBSI are good metrics.

Then there is also IUM.