P03 - Mean Time to Resolution for a Problem

This report shows, for a specified problem location company, the average resolution time for problems as a trend over a given number of months. The averages are shown separately for each problem impact category.

The Summary tab contains a three-dimensional column chart that displays the data, and it also contains a cross-tab table showing, for the months within the specified time period, the average number of days until problem resolution, broken down by problem impact. The Detail tab contains the details of the problems, including the problem ID, impact, resolution time in days, priority, problem summary, and problem reported on date. The problems with problem closed on date within the reporting period are included.

Usage

This report can be used by managers and executives to keep track of the average resolution time for problems, to ensure that. This report can be useful to analyze an increase or decrease in the average resolution time. A proactive approach to Problem Management can prevent incidents from occurring.

Report assumptions

• Problems are counted in the month they are closed in.
• The problem resolution time-stamp in the problem record can be in any of the following three fields: workaround determined on, known error created, or solution created.
• The problems are filtered by problem completed on date entries that are not null.
• The resolution time is the amount of time between the problem reported on date and the problem resolution date. The average monthly resolution time is the sum of the resolution time divided by the number of problems closed that month.