Gartner Research

Best Practice Guidance for Problem Management Metrics

Published: 10 May 2010

ID: G00176003

Analyst(s): Bill Malik, David Coyle


IT organizations need to define, monitor and report on process metrics to optimize investments in problem management and root cause analysis, and to drive continuous improvements.

Table Of Contents
  • Overview
  • Align Metrics With CSFs and KPIs
  • Define Common Problem Management Metrics
    • Total Number of Problem Tickets by Priority
    • Percent of Problem Tickets Compared to Incident Tickets
    • Number of Problem Tickets Reopened
    • Mean Time From Problem Ticket Assignment to Resolution Plan Identified
    • Number of Assigned Problems With Known Errors (Work-Around Available) Documented
    • Number of Related Incidents or Events Occurring Before the Problem Ticket Is Closed
    • Number of RCA Reviews in Progress as a Percent of Total Problems Logged
    • Cost-benefit analysis of problem management process
  • Understand the Difference Between Metric Averages and Benchmarking
  • Bottom Line

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