Following are ITIL V3 key performance indicators for problem management:
- Total number of problems recorded in the period
- Percentage of problems resolved within SLA targets; percentage not resolved within SLA targets
- Number and percentage of problems that exceed target resolution times
- Backlog of existing problems and the trend
- Number of major problems, including opened, closed, backlog
- Percentage of Major problem Reviews successfully performed
- Number of Known Errors added to the KEDB
- Percentage accuracy of the KEDB (from audits of the database)
- Percentage of Major problem Reviews completed successfully and on time
- Average cost of handling a problem
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