Problem Management SIG - Metrics for Problem Mangement

Presented by

Ted Gaughan and David Ferguson

About this talk

To borrow a passage from “The Definitive Guide to IT Service Metrics”, In order for any metric to provide benefit, we must understand our goals and expectations for the metric rooted in the success of the process, service or product we are measuring. Metrics are the source of valuable information for any organization and can provide an abundance of benefits, including: •Demonstrating organizational maturity •Driving and changing behavior of the organization and staff •Discovering opportunities for improvement •Justification for change and the cost of change

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