B.I.T.C.H. (Bartels' Information Technology Companion Handbook) is my book that I have as a goal to publish. It will be the final result of all my ideas that I have blogged about here on "Thinking problem management!". Peter Drucker, the management visionary and author said: “You can’t manage what you can’t measure.” The goal is to create metrics for problem management.
One of the things I have been working on is the "Thinking problem management! Dashboard as shown above. The dashboard has as its components the following:
- Catalogue view - the services in the catalogue and their status which is either degrading, maintaining or improving.
- Major incident skyline - the Manhattan of the Incident user metric (IUM).
- Risk, outage and classification (ROC) area map - the trending in the ROC percentages.
- Expanded Incident Lifecycle (EIL) time analysis - the average times for detect, diagnose, repair, recover and restore.
- Incident break down - pie charts of incidents by cause and service.
- Problem break down - pie chart of problems by service.
- List of last 10 major incidents.
- ROC heat map.
- List of top 10 problems by priority.