KPI: Problem Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of problems	Count	Monthly	This KPI will be useful in reporting problem volume by Status (Assigned, In progress, Closed, cancelled, others) priority wise.
Percent of Problems for which a Root Cause Analysis (RCA) was completed	Percentage	Monthly	This KPI provides the insight on effectiveness of resolver group in determining RCA of problems.
Backlog of unresolved problems	Days	Fortnightly	This KPI highlights unresolved problems by aging for assigned resolver group typically highlighted as pending for number of days 11-30 days, 30-60 days and so on; Also used to focus the top 10 pending problems
Number of incident per problem	Count	Weekly / Monthly	This KPI provides information on number of incidents linked to the same problem before problem resolution. It helps in determining the impact and change in impact.
Number of incident per known error	Count	Quarterly / Half-yearly/ Yearly	Number of incidents linked to the known error. It helps in determining the effectiveness of the provided workaround or permanent fix.
Percentage of problems for which Request of Change (RFC) has been raised	Percentage	Quarterly / Half-yearly/ Yearly	This KPI determines the problems which have resulted in a change.  It can be a potential indicator for the adherence of change management process by problem management team.
Percentage of pro-actively created problems	Percentage	Quarterly / Half-yearly/ Yearly	This KPI determines the effective functioning of pro-active problem management
Percentage reduction in incident count	Percentage	Quarterly / Half-yearly/ Yearly	This KPI provides information regarding the effectiveness of a problem resolution and CAPA. Ideally the reduction should be 100%.