Which two effective measures of performance for the Problem Management process are relevant?

In the context of measuring the performance of the Problem Management process, selecting appropriate metrics is essential for assessing efficiency and effectiveness. The correct options include relevant performance measures that provide insights into the management of problems within an ITSM framework.

Evaluating the age of problems by priority and state offers a valuable metric because it reflects how well problems are being addressed over time. It allows an organization to identify potential bottlenecks or areas where certain types of problems are lingering longer than they should. Prioritization helps in focusing on critical issues first, making this metric a crucial indicator of the health of the Problem Management process.

In addition to this metric, analyzing the percentage of problem resolution within service level agreements (SLAs) by category provides clear visibility into how the organization is complying with its commitments. This measure not only assesses the efficiency of the team in resolving problems but also helps identify categories where the team may be struggling to meet established benchmarks.

While the number of problems that have breached SLAs and average problem resolution time can be insightful, they do not provide the same level of categorical analysis or prioritization insight. Breaching SLAs highlights compliance issues but does not offer a comprehensive view of overall performance as categorization does. Similarly, average resolution time alone may not provide