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ITIL Problem management

17 KPIs

% of overdue problems
% of problems resolved within the required time period
% of problems with a root cause analysis
% of problems with a root cause identified
[Problems with root cause identified] percentage of [total problems]
% of problems with available workaround
% of unmodified/neglected problems
Average cost to solve a problem
(Total costs to solve problems) divided by (Total problems)
Average problem closure duration
average(problem time between registration and closure)
Balance of Problems solved with a KE - RFC or other
Number of business disruptions caused by problems
SUM (business disruptions caused by problems)
Number of Incidents per Known Problem
Number of Incidents per Problem
Number of repeated incidents
Problem backlog
Problem queue rate
[number of problems closed] divided by [number of problems opened]
Ratio of number of incidents versus number of problems
[number of incidents] divided by [number of problems]
Time until Problem Identification