What metrics are most useful for identifying recurring IT Operations problems?

1 Problem frequency

Problem frequency is the number of times a problem occurs within a given period. It indicates how often your IT operations are disrupted by the same or similar issues. A high problem frequency means that your problem management process is not effective enough to prevent or resolve problems quickly. To reduce problem frequency, you need to analyze the problem trends, prioritize the most critical and frequent problems, and implement permanent solutions.

3 Problem resolution time

Problem resolution time is the time it takes to fix a problem permanently. It includes the time for problem identification, analysis, solution design, testing, implementation, and verification. A low problem resolution time means that your IT operations are agile and efficient in solving problems. To improve problem resolution time, you need to follow a structured problem management methodology, assign clear roles and responsibilities, use appropriate tools and techniques, and document the problem records and solutions.

4 Problem recurrence rate

Problem recurrence rate is the percentage of problems that reappear after being resolved. It indicates how well your problem management process prevents the same or similar problems from happening again. A low problem recurrence rate means that your IT operations are reliable and stable. To lower problem recurrence rate, you need to verify the effectiveness of the solutions, monitor the problem indicators, and perform root cause analysis and preventive actions.

5 Problem backlog

Problem backlog is the number of problems that are pending or in progress. It shows how well your problem management process handles the workload and meets the service level agreements. A high problem backlog means that your IT operations are overloaded and under-resourced. To reduce problem backlog, you need to prioritize the problems based on their impact and urgency, allocate adequate resources and time, and escalate or outsource the problems if necessary.

6 Problem satisfaction

Problem satisfaction is the degree of satisfaction or dissatisfaction expressed by the users, customers, or stakeholders regarding the problem management process. It reflects how well your IT operations meet or exceed the expectations and needs of the service recipients. A high problem satisfaction means that your IT operations are customer-oriented and value-driven. To increase problem satisfaction, you need to collect and analyze feedback, measure and report the problem management performance, and implement continuous improvement actions.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?