Must-Know Problem Management Metrics

Highlights: The Most Important Problem Management Metrics

  • 1. Mean Time To Repair (MTTR)
  • 2. Problems by Impact
  • 3. First Time Fix Rate (FTFR)
  • 4. Problem Recurrence Rate
  • 5. Problem Age
  • 6. Number of Open Problems
  • 7. Escalation Rate
  • 8. Known Error Rate
  • 9. Root Cause Analysis (RCA) Time
  • 10. Problem Resolution Time Tren
  • 12. Problem Backlog
  • 13. Customer Satisfaction
  • 15. Problem Closure Breakdown
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In today’s complex and rapidly evolving business landscape, effective problem management has become an essential aspect of organizational success. A proactive and strategic approach to identifying, analyzing, and resolving the root causes of recurring issues is crucial in ensuring seamless operations and minimizing potential risks. However, without the proper measurement of problem management performance, organizations may struggle to understand the true impact of their efforts and successfully drive continuous improvement. This is where problem management metrics come into play.

In this insightful blog post, we will delve into the world of problem management metrics, providing a comprehensive discussion on their importance, the different types of metrics, and how they can be utilized for driving measurable improvements in your organization’s problem management processes. By understanding these vital performance indicators, you will be empowered to effectively identify areas of improvement and implement strategic actions to enhance the overall efficacy of your organization’s problem management strategies. So, let us embark on this journey to fully grasp the significance of problem management metrics and unlock the true potential of an effective problem resolution framework.

Problem Management Metrics You Should Know

1. Mean Time To Repair (MTTR)

This metric measures the average time taken to resolve and close a problem, from initial reporting to the implementation of a solution.

2. Problems by Impact

Tracks the number of problems based on their impact on end-users or the business, such as high, medium, or low.

3. First Time Fix Rate (FTFR)

Represents the percentage of problems that are resolved on the first attempt, without the need for additional effort or escalation.

4. Problem Recurrence Rate

Measures the frequency of recurring problems, indicating the effectiveness of problem resolution and root cause elimination efforts.

5. Problem Age

Calculates the average lifespan of a problem, from detection to resolution, helping identify problems that may require more attention or resources.

6. Number of Open Problems

Monitors the total number of active, unresolved problems at any given time.

7. Escalation Rate

Measures the percentage of problems that require escalation to higher levels of support or expertise for resolution.

8. Known Error Rate

Tracks the number of problems cataloged as known errors, indicating the effectiveness of knowledge management in problem resolution.

9. Root Cause Analysis (RCA) Time

Represents the average time taken to identify the root cause of a problem, an essential component of effective problem management.

10. Problem Resolution Time Tren

Analyzes trends in problem resolution times, identifying improvements or areas for concern over a specific period.

11. Proactive Problem Identification Rate

Measures the success of proactive problem identification efforts by tracking the number of problems discovered before they impact the end-user or business.

12. Problem Backlog

Monitors the number of unresolved problems that exceed the target resolution time, indicating potential bottlenecks or inefficiencies in problem management processes.

13. Customer Satisfaction

Evaluates customer feedback on how effectively problems are managed and resolved, providing insight into the overall effectiveness of problem management efforts.

14. Service Level Agreement (SLA) Compliance

Measures the percentage of problems resolved within the agreed-upon timeframes defined in SLAs, indicating adherence to service quality standards.

15. Problem Closure Breakdown

Provides a breakdown of problems closed by categories, such as successful resolution, workaround implemented, or no longer relevant, offering insights into the types of resolutions achieved.

Problem Management Metrics Explained

Problem Management Metrics play a crucial role in ensuring efficient problem resolution and effective management of IT services. Metrics such as Mean Time To Repair (MTTR) help organizations assess average resolution time, while Problems by Impact and First Time Fix Rate (FTFR) enable the identification of high-priority issues and effective first-attempt solutions. Metrics like Problem Recurrence Rate and Problem Age aid in determining the success of root cause elimination efforts and identifying problems requiring additional attention.

Monitoring the Number of Open Problems, Escalation Rate, and Known Error Rate allows organizations to gauge the effectiveness of support resources and knowledge management, while Root Cause Analysis (RCA) Time highlights the efficiency of root cause investigation processes. Organizations can also track improvements or concerns in resolution time through Problem Resolution Time Trend, discover bottlenecks in problem management processes using Problem Backlog, assess customer satisfaction, and ensure SLA compliance through these metrics.

Additionally, Problem Closure Breakdown helps provide insights into the types of resolutions organizations achieve, thus contributing to better decision-making and enhanced overall problem management efforts.


In summary, problem management metrics play a crucial role in shaping an organization’s ability to identify, analyze, resolve, and learn from challenges that may arise within IT processes. These metrics facilitate improved decision-making, streamlined operations, and long-term stability, ultimately contributing to overall business growth and success.

By implementing these key performance indicators and consistently monitoring their progress, companies are better equipped to minimize the potential negative impact of technical issues, enhance customer satisfaction, and maintain a competitive edge in today’s demanding market. It is essential for organizations to invest in developing their problem management practices and to continually review and refine their metrics to foster a proactive and efficient IT environment.


What are some key Problem Management Metrics often used to measure the effectiveness of problem management processes?

Key Problem Management Metrics include Mean Time to Resolve (MTTR), First Time Fix (FTF), Problem Resolution Efficiency (PRE), Problem Backlog, and Recurring Problem Rate.

Why is Mean Time to Resolve (MTTR) an important metric in problem management?

Mean Time to Resolve (MTTR) is the average time taken to resolve a problem from the point it was identified until it is resolved. It helps organizations to assess the efficiency of the problem management process and identify areas for improvement.

How does First Time Fix (FTF) rate contribute to effective problem management?

First Time Fix (FTF) rate is the percentage of problems resolved during the first instance without needing additional support or escalation. A higher FTF rate indicates that the problem management team is effectively identifying root causes and providing appropriate solutions, leading to reduced downtime and improved customer satisfaction.

What is Problem Resolution Efficiency (PRE), and why is it significant in gauging the success of problem management?

Problem Resolution Efficiency (PRE) is the ratio of problems resolved to the total number of problems raised. A high PRE indicates that the problem management process is effective in addressing issues and minimizing their recurrence. This metric supports continuous improvement efforts and ensures that resources are allocated efficiently.

Why is it crucial to monitor the Problem Backlog metric in problem management?

Problem Backlog refers to the total number of unresolved problems at the end of a specific period. Monitoring this metric helps organizations identify trends and pinpoint bottlenecks within the problem management process. By addressing the backlog, organizations can focus on improving response times, resolution rates, and overall customer satisfaction.

How we write our statistic reports:

We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly.

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