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causality

Problem Management Metrics

10 January 2016 by Robert Falkowitz Leave a Comment

Consider the case in the callout. While reading it, think about what might be wrong with that way of measuring problem management.

Filed Under: Problem Management Tagged With: causality, cause, Cost of Delay, last responsible moment, metrics, problem, problem management, proxy metrics, workarounds

Problem Workarounds and Incident Resolutions

7 January 2014 by Robert Falkowitz 1 Comment

The Scope of this Discussion When a problem is identified reactively, it means that one or more incidents have occurredand it has been decided to take note of and perhaps investigate their underlying causes. I exclude from this discussion both the proactively identified problems—the problems identified before any related incidents have occurred—and those organizations that […]

Filed Under: Incident Management, Problem Management Tagged With: causality, cause, incident, known error, problem, return on investment, ROI, workaround

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