Out-of-the-box Problem Management KPIs
With the Problem Management KPI reports, you can view key problem management reports to calculate performance. The reports can be based on any, all, or none of the four dimensions listed below.
The following Problem Management KPIs are provided out of the box, and you can use these KPIs to create reports.
KPI name | Description | Dimension 1 | Dimension 2 | Dimension 3 | Dimension 4 | Flashboard Variable |
|---|---|---|---|---|---|---|
Number of total problems | View the volume of problems being reported. | Priority | Assigned Group | Service | Company | PBM:PBI:Total_Problems |
Number of Major Problems | View the volume of critical problems being reported. | Priority | Assigned Group | Service | Company | PBM:PBI:Major_Problems |
Number of Resolved Problems | View the volume of resolved problems | Priority | Assigned Group | Service | Company | PBM:PBI:Resolved_Problems |
Problems with Workaround Implemented | View the volume of problems for which a workaround was implemented | Priority | Assigned Group | Service | Company | PBM:PBI:Problems_with_workaround |
Problem Resolution rate | View the problem resolution rate | Priority | Assigned Group | Service | Company |
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Problem Workaround rate | View the rate of the problem workarounds were implemented | Priority | Assigned Group | Service | Company |
|
Problem reopen rate | View the volume of re-opened problems. | Priority | Assigned Group | Service | Company |
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Average problem resolution time | View the average time taken to resolve an incident. | Priority | Assigned Group | Service | Company |
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Average age of open problems | View the average time period for which a problem. | Priority | Assigned Group | Service | Company | PBM:PBI:Average_Problem_Resolution_Time |