Problem Management

A problem is defined as the cause of one or multiple incidents. While creating a Problem Management Record (PMR), this cause is not yet known.

Scope

Problem Management is used to:

  • reduce future incidents
  • avoid re-occuring incidents
  • minimalize the impact of incidents
  • Identification of the root-cause of incidents to provide a sustainable solution

Activities

Critical Success Factors

The following items are examples:

  • CSF: Reduction of impact of preventable incidents
    • KPI: Amount of Known Error DB records
    • KPI: First-resolution quota of the Service Desk
  • CSF: Prevention of re-occuring incidents
    • KPI: Amout of Problem Managemen Records
    • KPI: Re-occuring incidents per service
  • CSF: Quality and professionality of Problem Management
    • KPI: Amount of major issues
      e.g. through bad Design or re-activity
    • KPI: Amount of bad categorized or mis-assigned Problem Management Records
    • KPI: Percentage of delivered Problem Management Record solutions