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

 

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

 

Average problem resolution time

View the average time taken to resolve an incident.

Priority

Assigned Group 

Service

Company

 

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

 

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