November 2014
Intermediate to advanced
190 pages
5h 49m
English
Content preview from Problem Management
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7 METRICS, KEY PERFORMANCE INDICATORS AND REPORTING
INTRODUCTION
Metrics, key performance indicators (KPIs) and reporting on problem management is a subject that I find is not well understood. There is a wealth of material published on the subject, but I do not think much of it is very satisfactory. Many improvements can be made to the advice given on what to measure, what constitutes a good measurement, which ones are relevant to which objective and how to align the reporting of measurement to the requirements of your audience.
KPIs versus operational metrics
Firstly, what is a key performance indicator, or KPI? Many people seem to misunderstand and so see nothing wrong with reporting a ‘KPI’ such as ‘the number of problems opened per month’, ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.