How to measure problem management adoption after an implementation

Whether problem management is actually happening now, expressed as a number you can put in front of management.

What good looks like, so there is something to measure against: Repeat incidents are grouped into a problem record with a named owner, and the record is closed by a fix or an accepted risk rather than by time passing.

Ask the people doing the work, not the system. A tool reports what was typed into it, which is a claim about the tool. Whether problem management is followed is a fact about the team, and the team is the only source for it.

Ask the same question again a month later. One measurement is an opinion with a decimal point. Two measurements taken the same way is the first thing anyone can act on.

Where the records help: a root cause, problem or known error column, and repeated incident descriptions that link back to one record. That is what a reconstruction reads, and it is also the cheapest ongoing check that the survey answers and the system agree with each other.

Do this with Adoption Evidence

One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.

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How to measure problem management adoption after an implementation

Do this with Adoption Evidence

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