Problem Management: Measure

Quality of service and performance of the Problem Management process can be measured using detailed historical information. Periodic audits can also confirm that the Problem Management teams are following the predefined procedures. Problem Management teams and their customers should agree on a reporting schedule early on in the implementation process.

Log Intelligence solutions can be used to:

  • Provide detailed reports on a list of Incidents occurred in the IT infrastructure. This list of Incidents can be compared to the related Problems to ensure Problems have been correctly diagnosed and resolved.
  • Identify further Incidents that occur after the Problem has been resolved. These Incidents may indicate that the Problem has not been fully diagnosed.