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Компьютеры Access Management
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Challenges, Critical Success Factors and risks

Metrics

The following metrics should be used to judge the effectiveness and efficiency of the Problem Management process, or its operation:

  • The total number of problems recorded in the period (as a control measure)
  • The percentage of problems resolved within SLA targets (and the percentage that are not!)
  • The number and percentage of problems that exceeded their target resolution times
  • The backlog of outstanding problems and the trend (static, reducing or increasing?)
  • The average cost of handling a problem
  • The number of major problems (opened and closed and backlog)
  • The percentage of Major Problem Reviews successfully performed
  • The number of Known Errors added to the KEDB
  • The percentage accuracy of the KEDB (from audits of the database)
  • The percentage of Major Problem Reviews completed successfully and on time.

All metrics should be broken down by category, impact, severity, urgency and priority level and compared with previous periods.

A major dependency for Problem Management is the establishment of an effective Incident Management process and tools. This will ensure that problems are identified as soon as possible and that as much work is done on pre-qualification as possible. However, it is also critical that the two processes have formal interfaces and common working practices. This implies the following:

  • Linking Incident and Problem Management tools
  • The ability to relate Incident and Problem Records
  • The second- and third-line staff should have a good working relationship with staff on the first line
  • Making sure that business impact is well understood by all staff working on problem resolution.

In addition it is important that Problem Management is able to use all Knowledge and Configuration Management resources available.

Another CSF is the ongoing training of technical staff in both technical aspects of their job as well as the business implications of the services they support and the processes they use

Access Management is the process of granting authorized users the right to use a service, while preventing access to non-authorized users. It has also been referred to as Rights Management or Identity Management in different organizations.

4.5.1 Purpose/goal/objective

Access Management provides the right for users to be able to use a service or group of services. It is therefore the execution of policies and actions defined in Security and Availability Management.


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    Challenges, Critical Success Factors and risks Metrics The following metrics should be used to judge the effectiveness and efficiency of the Problem Management process, or its operation: The total number of problems recorded in the period (as a control measure) The percentage of problems resolved within SLA targets (and the percentage that are not!) The number and percentage of problems that exceeded their target resolution times The backlog of outstanding... [читать подробенее]