Posted: Fri Jun 08, 2007 10:09 am Post subject: Measuring pro-active Problem Mgt
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.
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
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