Assessing risks and identifying metrics
It's a good idea to be aware of the risks and to have a mitigation plan ready before adapting to the Incident and Problem Management processes:
- Lacking management and staff commitment in adhering to the process
- Non-availability of resources and tools
- Absence of prerequisites (for example, Problem Management cannot function if the Incident Management process is not followed)
- Unclear responsibilities and accountability
- Absence of technical or functional knowledge
- Inadequate training
- Resistance to change
It is also useful to establish the critical success factors for these processes and the associated KPIs. Following is just a guideline with some frequently used metrics for these processes:
- Number of incidents or problems ...
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