Average problems resolution time

Measures how long the average problem resolution process takes. Measures the efficiency of the process.

Percent of incidents escalated to problems

Currently not implemented.

Percent of problems reopened

Measures the rate of problems that were reopened, these measures impact the problem solution efficiency level.

Percent of problems resolved on time

Rate of problems resolved according to the customer expectations. Measures the problems success rate.

Percent of problems resolved on time, in business days

Rate of problems resolved according to the customer expectations in business days.

Percent of problems resolved on time, on the same day

Rate of problems resolved on the same day, according to the customer expectations.

Total number of problems closed

Number of problems closed in pipeline.

Total number of problems in process

Number of problems currently in process.

Total number of problems opened

Number of problems in pipeline. Measures Problem Management workload.