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Problem Management Measurements
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26/03/2015 at 13:26:05 GMT
Posts: 1
Problem Management Measurements

To measure the success of Problem Management I have configured some metrics to report against the process, unfortunately not all of these are providing me with accurate and clear results. 

What type of metrics do other companies use to measure PM performance?



30/03/2015 at 10:17:11 GMT
Posts: 3
Hi Jill,

The itSMF UK Problem Management SIG are currently writing a white paper on this topic...measuring the value of Problem Management. We've interviewed the likes of Centrica, Oxfam, Northumbria Water and HSBC for input. The paper is lined up for June publication. If you can't wait that long then get in touch with me via LinkedIn or the itSMF office and we'll see what we can do.

Barry Corless
Chair, Problem Management Special Interest Group


01/04/2015 at 13:20:35 GMT
Posts: 2
Hi Jill,

We are very new to Problem Management in my organisation and have only be running for the last few months. Below is what we have started using. As well as measuring the actual "operational" KPI's we also try to measure the efficiency of the process.

Hope it helps.

Eoin Grace



01/04/2015 at 13:20:57 GMT
Posts: 2


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