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P04 - Average Time Lag Between Problem Resolution and  Closure

This report shows, for the specified reporting period and company, the average number of days elapsed after a problem was marked completed and before it was closed. Data is shown for each problem impact category.

The data is shown in a trend chart with a table displaying the data underneath the chart. The Detail tab shows the problem ID, the average time lag in days, problem summary, impact, problem completed on date, and problem closed on date.

Usage

This report can be used to track abnormally long time lags between problem resolution and closure, which usually indicates the problem was not completely addressed, or that a change made has not solved the problem, and it had to be reworked. The report can be used to measure the effectiveness of the changes that were implemented, or it can be used to measure the effectiveness of the Problem Management process.

Report assumptions

  • Problem resolution time equals the time elapsed after a problem was marked with a status of completed and before it reached a status of closed for each problem.
  • The problems with problem closed on date within the reporting period are selected.
  • Average time lag between resolution and closure of a problem equals the sum of problem resolution time divided by the number of problems closed that month.

 

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BMC Analytics for BSM 8.1.00