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# Problem Management

## KPIs

Description | Source | How to calculate | How to use it |
---|---|---|---|

Number of Problems Identified | Problem management system | Count the total number of problems identified within a specific timeframe. | Tracks the efficiency of the problem detection processes. |

Mean Time to Identify Problems (MTTI) | Problem logs | Calculate the average time taken from problem detection to its documentation. | Measures the responsiveness of the problem management process. |

Problems Resolved Within SLA | SLA reports, problem resolution logs | Calculate the percentage of problems resolved within the service level agreement terms. | Assesses compliance with SLA and the efficiency of problem resolution. |

Mean Time to Resolve Problems (MTTR) | Problem resolution logs | Calculate the average time taken to resolve problems from the time they are logged. | Evaluates the effectiveness of the problem resolution process. |

Problem Backlog | Problem management system | Count the number of unresolved problems at the end of a reporting period. | Indicates the capacity and efficiency of the problem management team. |

Recurring Problems | Problem logs | Count the number of problems that occur more than once. | Identifies weaknesses in the problem resolution process and areas for improvement. |

Proactive Problem Detection Rate | Problem detection logs | Calculate the percentage of problems identified through proactive measures versus reactive measures. | Measures the effectiveness of proactive problem management strategies. |

Percentage of Problems Resulting from Changes | Change logs, problem logs | Calculate the percentage of problems caused by changes in the IT environment. | Assists in evaluating the impact of changes on system stability. |

Number of Known Errors | Known error database | Count the total number of known errors documented in the system. | Tracks the accumulation of unresolved problems and the potential risk they pose. |

Percentage of Major Problems | Problem logs | Calculate the percentage of problems classified as 'major' due to their high impact or difficulty. | Helps prioritize resource allocation and management attention. |

Average Age of Problems | Problem logs | Calculate the average duration from problem identification to the current date for unresolved problems. | Identifies problems that are aging without resolution, highlighting inefficiencies. |

Cost per Problem | Financial reports, problem logs | Divide the total cost associated with managing problems by the number of problems handled. | Assesses the financial impact of the problem management process. |

User Impact Score | User feedback, impact assessments | Rate the impact of problems on users, typically on a scale, and calculate the average. | Evaluates the direct impact of problems on end-user experience. |

Problem Resolution Effectiveness | Problem resolution logs | Measure the percentage of problems resolved without recurrence within a specified period. | Indicates the long-term effectiveness of problem resolutions. |

Error Control Efficiency | Error logs, problem management reviews | Calculate the effectiveness of error control activities by tracking the rate of recurrence of known errors. | Measures how well known errors are managed and prevented from causing further incidents. |

Problem Management Satisfaction | Surveys, feedback forms | Average satisfaction rating from users and IT staff related to problem management. | Gauges the perceived effectiveness and responsiveness of the problem management process. |

Time to Implement Problem Fixes | Project management tools, problem logs | Calculate the average time taken from problem resolution planning to actual implementation of fixes. | Measures the efficiency of the solution implementation phase. |

Rate of Problem Escalation | Problem logs | Calculate the percentage of problems escalated to higher-level support teams. | Indicates the complexity of problems and the potential need for more skilled resources. |

Problems Prevented by Proactive Measures | Incident logs, problem management reports | Count the number of incidents avoided due to proactive problem management. | Demonstrates the value of proactive strategies in reducing incident frequency. |

Continuous Improvement Contributions | Improvement logs, service reports | Measure the contributions of problem management to IT service improvements, such as enhancements in processes or technology adoption. | Tracks how problem management supports the overall improvement of IT services. |

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