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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

Process Compliance Metrics

10 January 2016 by Robert Falkowitz 5 Comments

Process Metrics are Key It is well known that ITIL® describes four types of process metrics: process efficiency, process effectiveness, process progress and process compliance [see, in particular, the discussion in Service Design, §3.7.5]. However, given the ambiguities of this terminology, it is not always evident to débutants how these types may be characterized and […]

Filed Under: processes Tagged With: compliance, compliance metrics, conformity, measurement, metrics, process adherence, process compliance, process metrics

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