Problem Management Metrics

Problem Management Activate This Model (Enter Yes or No)? Yes        
                     
Operational Metrics     Possible Metric Sources      
  Number Of Repeat Incidents 1   Incident Management System        
  Number Of Major Problems 1   Problem Management System        
  Total Number Of Incidents 1   Incident Management System        
  Total Number Of Problems In Pipeline 1   Problem Management System        
  Number Of Problems Removed (Error Control) 1   Problem Management System        
  Number Of Known Errors (Root Cause Known and Workaround In Place) 1   Problem Management System        
  Number Of Problems Reopened 1   Problem Management System        
  Number Of Problems With Customer Impact 1   Problem Management System        
  Average Problem Resolution Time - Severity 1 and 2 Problems (Days) 1.0   Problem Management System        
  Total Available Labor Hours To Work On Problems 1   Staffing Reports          
  Total Labor Hours Spent Working On And Coordinating Problems 1   Labor Reports          
  Problem Management Tooling Support Level 1.0   CMMI Tool Ratings or Tool Surveys      
  Problem Management Process Maturity 1.0   Process Assessment Results        
                     
Tolerance Levels Target Level Warning Level          
  Incident Repeat Rate 1.0%   2.0%            
  Number Of Major Problems 1   2            
  Problem Resolution Rate 90.0%   80.0%            
  Problem Workaround Rate 90.0%   80.0%            
  Problem Reopen Rate 1.0%   2.0%            
  Customer Impact Rate 1.0%   2.0%            
  Average Problem Resolution Time - Severity 1 and 2 Problems (Days) 1.0   2.0            
  Problem Labor Utilization Rate 80.0%   90.0%            
  Problem Management Tooling Support Level 2.0   1.0            
  Problem Management Process Maturity 2.0   1.0            
                     
Key Performance Indicators (KPIs)     Question To Be Answered      
  Incident Repeat Rate 100.0%   How effective are we at minimizing repeat incidents?    
  Number Of Major Problems 1   How many major problems did we experience?    
  Problem Resolution Rate 100.0%   What percentage of problems have we eliminated?    
  Problem Workaround Rate 100.0%   For what percentage of problems did we implement workarounds?  
  Problem Reopen Rate 100.0%   How successful are we at removing problems permanently?  
  Customer Impact Rate 100.0%   How well are we keeping problems from impacting customers?  
  Average Problem Resolution Time - Severity 1 and 2 Problems (Days) 1.0   How long does it take us to resolve problems?    
  Problem Labor Utilization Rate 100.0%   How much available labor capacity was spent handling problems?  
  Problem Management Tooling Support Level 1.0   How well does our current tool set support Problem Management activities?
  Problem Management Process Maturity 1.0   How good is our Problem Management practices?    
                     
Critical Success Factors Target Level              
  Minimize The Impact Of Problems (Reduce Incident Frequency/Duration) Low   1 1 1 0 3    
  Improve Quality Of Services Being Delivered Low   1 1 1 0 3    
  Resolve Problems and Errors Efficiently and Effectively Low   1 1 1 0 3    
                     
                     
    Problem Management Impact Analysis    
                     
                Add Results To Dashboard?
                     
      Customer   Capability   Operational   Financial  
      Low   Low   Low   Low  
                     
      6.0   6.0   3.0   3.0  
      2   2   1   1  
                     
        High
 
Legal Exposure
        High   Service Outages
        High   Rework
        High   Waste
        High   Delayed Solutions
        High   Slow Operational Processes
        High   Security Breaches
        High   Inaccurate Information
        High   Slow Turnaround Times
        High   Unexpected Costs
        High   Higher or escalating costs
        High   Low Employee Morale
        High   Slow Response To Business Needs And Changes
        High   Unwanted PR Exposure
        High   Dissatisfied Customers
        None   Dissatisfied Suppliers
        High   Inability to scale
        High   Fines and Penalties
        High   High Levels Of Non-Value Labor
        High   Loss of Market Share
        High   Loss of Revenue/Sales
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