The most applicable KPIs of Problem Management Process in Organizations

Currently, IT (Information Technology) departments are the most complex parts of organizations and ITIL (Information Technology Infrastructure Library) is considered the most widely used IT framework in them. This De-facto standard is intended to support IT units of organizations to implement quality based processes in an effort to improve the quality of IT services. ITIL, it self is consisting of five components which are service strategy, service design, service operation, service transition and continual service improvement. Every one of these components has several processes. The structure of every one of ITIL processes includes definition, detail description, Critical Success Factors (CSFs) and Key Performance Indicators (KPIs). On the other hand, The Control Objectives for Information and related Technology (COBIT) is an audit and IT based framework with high capability on process measurement. This measurement-based framework is consisting of four different domains which are plan and organize, acquire and implement, delivery and support and monitor and evaluate domains. Taking into consideration the strength and weaknesses of each standard and framework, an ideal and practical approach is to implement ITIL based processes through an effective collaboration with COBIT based KPIs to measure and enhance every ITIL based processes. However, one of the critical ITIL processes is Problem Management process. This process issues to identify rout causes of reported incidents and try to eliminate them. In this paper, all KPIs applied to this process were at first gathered with some industrial experiences and then analyzed to produce some findings relating to the most common KPIs and practices used.