Key process indicators

The problem management process has several key process indicators. These key process indicators should cover the progress of implementing the process across the service provider organization, compliance with the process policies, the effectiveness of producing the process deliverables, and the efficiency of the execution. A balanced set of metrics will ensure that the process is being measured appropriately and the key areas are covered. Some examples of key process indicators are as follows:

• The total number of problems recorded for a specified period as a control
• The number of problems without documentation for root cause analysis and resolution
• The number of problems closed with recurring incidents after the closure
• The time to complete root cause analysis
• The number and percentage of problems opened and closed
• The backlog of problems in the queue
• The number and percentage of workarounds applied to recurring incidents
• The...