CIS-ITSM · Question #179
What are two effective measures of performance for the Problem Management process? Choose 2 answers
The correct answer is B. Average Problem Resolution Time D. Problems older than 30 days by Priority and State. Effective Problem Management KPIs focus on thoroughness, timeliness, and aging - not SLA compliance (since SLAs are discouraged in Problem Management). 'Average Problem Resolution Time' (B) measures how efficiently the team is resolving problems over time and can reveal…
Question
What are two effective measures of performance for the Problem Management process? Choose 2 answers
Options
- ANumber of Problem that have Breached SLAs
- BAverage Problem Resolution Time
- CPercentage of Problem Resolution within SLA by Category
- DProblems older than 30 days by Priority and State
How the community answered
(31 responses)- A3% (1)
- B94% (29)
- C3% (1)
Explanation
Effective Problem Management KPIs focus on thoroughness, timeliness, and aging - not SLA compliance (since SLAs are discouraged in Problem Management). 'Average Problem Resolution Time' (B) measures how efficiently the team is resolving problems over time and can reveal bottlenecks. 'Problems older than 30 days by Priority and State' (D) highlights stale, potentially neglected problems and helps managers prioritize attention. Option A ('Number of Problems that have Breached SLAs') is a poor measure because SLAs are not recommended for Problem Management. Option C ('Percentage of Problem Resolution within SLA by Category') has the same flaw - it presupposes SLA usage.
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