IT Problem Management

9.1. Building Your Plan: Strategic Objectives and Metrics

As the manager of the problem management function, or some component of the problem management function, creating a plan is one of your most important functions. Choose objectives carefully and wisely, because this is how you will measure your performance, and may be how your manager reviews your performance. Even if your organization doesn't formally practice management by objective (MBO), it is how most organizations think.

As a manager, your objectives are your drivers and will determine where you focus your efforts. So where do they come from? Your highest level objectives, or strategic objectives, should come from three different sources: your customers, your management, and your ...