This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Out-of-the-box Problem Management KPIs

The problem management KPI reports allow users to view key problem management reports to calculate performance. The reports can be based on any, all or none of the four dimensions documented below.

The following Problem Management KPIs are provided out-of-the-box. You can use these KPIs to create reports.

KPI nameDescriptionDimension 1Dimension 2Dimension 3Dimension 4Flashboard Variable
Number of total problems

View the volume of problems being reported.

PriorityAssigned Group ServiceCompanyPBM:PBI:Total_Problems
Number of Major Problems

View the volume of critical problems being reported.

PriorityAssigned Group ServiceCompanyPBM:PBI:Major_Problems
Number of Resolved Problems

View the volume of resolved problems

PriorityAssigned Group ServiceCompanyPBM:PBI:Resolved_Problems
Problems with Workaround Implemented

View the volume of problems for which a workaround was implemented

PriorityAssigned Group ServiceCompanyPBM:PBI:Problems_with_workaround
Problem Resolution rateView the problem resolution ratePriorityAssigned Group ServiceCompany 
Problem Workaround rate

View the rate of the problem workarounds were implemented

PriorityAssigned Group ServiceCompany 
Problem reopen rate

View the volume of re-opened problems.

PriorityAssigned Group ServiceCompany 
Average problem resolution time

View the average time taken to resolve an incident.

PriorityAssigned Group ServiceCompany 
Average age of open  problems

View the average time period for which a problem.

PriorityAssigned Group ServiceCompanyPBM:PBI:Average_Problem_Resolution_Time
Ratio of problems to incidents

View the ratio of the incidents that caused problems.

PriorityAssigned Group ServiceCompanyPBM:PBI:Average_Age_of_Open_Problem
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