Problem Management

6     Measuring problem management

Most IT organizations measure and report on operational activities, key initiatives and goal attainment status. Sometimes the sheer volume of reports created on a daily, weekly or quarterly basis can be overwhelming. In these IT organizations, reports are pushed to pre-established and broad distribution lists; reports are posted to SharePoint® sites or the intranet; dashboards are updated in near-real time; and countless ad hoc reports are emailed to individuals for ‘action’. It seems that nearly everything IT does is measured, tracked, monitored, analysed or benchmarked. In other IT organizations little if any measurement and reporting occurs. In still others, measurements and reports are used simply as a ...