7 METRICS, KEY PERFORMANCE INDICATORS AND REPORTING
Metrics, key performance indicators (KPIs) and reporting on problem management is a subject that I find is not well understood. There is a wealth of material published on the subject, but I do not think much of it is very satisfactory. Many improvements can be made to the advice given on what to measure, what constitutes a good measurement, which ones are relevant to which objective and how to align the reporting of measurement to the requirements of your audience.
KPIs versus operational metrics
Firstly, what is a key performance indicator, or KPI? Many people seem to misunderstand and so see nothing wrong with reporting a ‘KPI’ such as ‘the number of problems opened per month’, ...