Gartner Research

Best Practices for Problem Management Metrics

Published: 14 February 2012

ID: G00229914

Analyst(s): Jeffrey Brooks, Ian Head


IT organizations must define, monitor and report on process metrics to optimize investments in problem management and root cause analysis, which are fundamental requirements to driving continuous improvements.

Table Of Contents
  • Overview


  • Align Metrics With CSFs and KPIs
  • Define Common Problem Management Metrics
  • Understand the Difference Between Metric Averages and Benchmarking
  • Where to Get Metrics
  • Bottom Line

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