Consider the case in the callout. While reading it, think about what might be wrong with that way of measuring problem management.
metrics
Process Compliance Metrics
Process Metrics are Key
It is well known that ITIL® describes four types of process metrics: process efficiency, process effectiveness, process progress and process compliance [see, in particular, the discussion in Service Design, §3.7.5]. However, given the ambiguities of this terminology, it is not always evident to débutants how these types may be characterized and used. If efficiency and effectiveness are relatively easy to understand, progress and compliance are less easy to comprehend. Because a good understanding of metrics is a key underpinning of good management, it is worth looking at what these types really imply. In this article, I will discuss process compliance. [Read more…] about Process Compliance Metrics