Your opinion: KPIs probleme management to business

[sherlock]

I'm having a discussion with some collegues and management on the target group for problem management reporting, specificaly what kind of information is sent to the business and what you do not want to report, or has no added value for your business.

For problem specific reporting (on workarounds, resolution implementation) there is no doubt this can be reported to business, because they are involved parties.

For KPI's however, my opinion is that problem management is a rather internal quality process and that customers do want to have these numbers (how many proactiev, elapsed time) etc... because they specificly measure the process and this is a trigger for the process community to work on that.
Business will notice the efficiency of the problem management process in less outages, proactive resolving of incidents, availability etc...

I would like to hear your opinion/experience.

[Diarmid]

sherlock,

for me also Problem Management is an internal process. So you do not logically provide management reports to the business concerning Problem Management. You do provide, as you say, operational reports related to activities.

In a sense, your customers do not even care if you do Problem Management so long as there services are always perfect.

But that is not the whole story. From the perspective of governance, the business may require to scrutinize your IT Service Management as a whole. In this case the business wants to see that you are performing optimally for their goals and to do that they should conduct audits, including looking at how you do Problem Management.

Thus we come full circle and you do report Problem Management to the business through audit. The difference is that the business determines what you report.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718