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ITIL :: View topic - Measuring pro-active Problem Mgt
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Measuring pro-active Problem Mgt

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Joined: Jun 06, 2007
Posts: 1

PostPosted: Fri Jun 08, 2007 10:09 am    Post subject: Measuring pro-active Problem Mgt Reply with quote

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.
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Senior Itiler

Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Fri Jun 08, 2007 10:17 pm    Post subject: Reply with quote

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
On-Demand ITIL
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Joined: May 03, 2007
Posts: 7

PostPosted: Fri Sep 21, 2007 8:50 pm    Post subject: pro-active PM Reply with quote

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)

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 Smile
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Joined: Sep 22, 2007
Posts: 3
Location: Fourway, Jhb

PostPosted: Sun Sep 23, 2007 4:32 am    Post subject: Metrics from Expanded Incident Lifecycle Reply with quote

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

Then there is also IUM.
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