ITIL Problem management
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The Problem management process is responsible for devising fixes or workarounds for complex or recurring incidents. For this type of incidents called Problems, a thorough root-cause analysis is needed to identify the cause of the problem. The Problem management process can issue a Request for Change (RFC) to the Change management process in order to permanently fix the cause of a problem. Another responsibility of the Problem management process is to record the exact cause of a problem and the procedure to correct or improve the situation. Key Performance Indicators in this category
Average problem closure duration
Average amount of time (e.g. in days) between the registration of problems and their closure.
% of problems with a root cause identified
% of problems with a root cause identified for the failure
Problem queue rate
The number of problems closed, relative to the number of problems opened in a given time period. So if the actual value for this KPI ...
Problem backlog
Number of open problems older than 28 days (or any other given time frame) relative to all open problems.
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