CouncilCouncil Piotr Level: basic
Information technology services management "expert with rich experience, and practical application of ITIL methodology in large enterprises in information technology.
Measuring the effectiveness of the "management problem" can be difficult sometimes. And often not sufficient data is available. "Other" Service Manager may not be mature enough to contribute to the process of "management problem". Also, the expectations of senior management can pay people to limit their analytical skills. To get a good start, should be on analysis data available easily in tool exams used in the organization. The tool must be capable of recording:
Registration dates, and update problem, close the status problem relationship between problems and accidents.Based on the foregoing, the following core set of problem "management problem" performance indicators could be prepared:
A number of problems registered, and a number of problems solved, the number and percentage of problems with root and select the number and percentage of the problems with available, the average age of the impact of problem solution, percentage of incidents related to problems of all accidents in a certain period, update frequency open problems.Refresh frequency is KPI exciting interest, especially in the early stages of implementing "management problem". It shows regular work done by the "analysts". For effective operation, work should not be put off forever. They tend to occur if people carry out other activities, the most urgent time in parallel. Many companies don't have the luxury of dedicated analysts problem and/or directors problem. Since "management problem" puts more emphasis on qualitative analysis of end, might have issues with people with a focus on this task if there is no KPI monitoring.
Shows the percentage of problems with root and select management effectiveness analysis of the root problem. If underdeveloped, unresolved problems will keep piling up, slowly but surely landslide. Shows the percentage of problems with effectiveness in reducing the impact of business problems. Permanent solutions could be time and resource consuming to implement, while solutions fast and dirty ways to keep business going.
Consideration should be given in the above key performance indicators together determine the quality "management problem". There is reason for concern if few problems are open, how police should be concerned if crime detection. There are problems, and question whether or not detected. If you start any other graduated many KPI towards higher or lower levels, it should call the Department of labour. Often if one get an idea of what is happening by looking at other key performance indicators.
About the author
Piotr ITIL Certification Board is "service management" experts with years of professional experience. Exams administered operations in both large and small organizations, it has been implemented. Easily shares his experience with a wider audience interested in ITIL. Do you want to learn more about manage it? Visit the blog at http://www.itsmperfection.com/.
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Having seen this article 6 time (s).Article submitted on: 31 May 2011
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