What is one example of a Problem KPI?

One example of a Problem Key Performance Indicator (KPI) is the percentage of high priority problems. This KPI focuses specifically on the problems that greatly impact the organization’s operations and services. By tracking the percentage of high priority problems, organizations can assess their effectiveness in identifying and addressing the most critical issues that could lead to significant business disruption or impact customer satisfaction.

Monitoring this KPI helps IT teams prioritize their resources and efforts on resolving the most urgent problems, ensuring that they are aligned with business objectives. It reflects the overall effectiveness of the problem management process and can drive improvements in the efficiency and speed of problem resolution.

In contrast, the other options reflect metrics that relate more to incidents, service delivery, or training rather than to problems specifically. For example, average time to retrieve a service catalog item deals primarily with service requests and their fulfillment, while average cost of incident resolution pertains to incident management and operational costs rather than the nature of problems themselves. Lastly, the percentage of completed employee training is related to staff development and knowledge management rather than directly measuring the status or priority of problems.