Consider the case in the callout. While reading it, think about what might be wrong with that way of measuring problem management.
causality
Problem Workarounds and Incident Resolutions
The Scope of this Discussion
When a problem is identified reactively, it means that one or more incidents have occurredand it has been decided to take note of and perhaps investigate their underlying causes. I exclude from this discussion both the proactively identified problems—the problems identified before any related incidents have occurred—and those organizations that treat problem management as a discipline for resolving difficult incidents rather than a discipline identifying the causes of those incidents. [Read more…] about Problem Workarounds and Incident Resolutions