Last updated on Jan 24, 2025

How do you integrate your KEDB metrics with other IT service management (ITSM) metrics and tools?

Problem management is a key IT service management (ITSM) process that aims to prevent or reduce the impact of incidents caused by underlying errors in the IT infrastructure. A known error database (KEDB) is a tool that records and tracks the details of these errors and their workarounds or solutions. By measuring and analyzing the performance and value of your KEDB, you can improve your problem management and align it with other ITSM processes and goals. In this article, we will discuss how you can integrate your KEDB metrics with other ITSM metrics and tools.

1 Why measure your KEDB?

Your KEDB is more than just a repository of information - it's a strategic asset that can help you deliver better service quality, efficiency, and customer satisfaction. Measuring your KEDB can help you assess how well it supports your problem management objectives, such as reducing incident recurrence, increasing root cause analysis, and enabling faster resolution. Additionally, you can use metrics to identify gaps, risks, and opportunities for improvement in your KEDB processes, content, and usage. These metrics include the number of known errors and their status (open, resolved, closed), the number of incidents linked to known errors, the number of problems linked to known errors, the number of workarounds or solutions provided by the KEDB, the number of KEDB updates and reviews, the number of KEDB accesses and searches, the number of KEDB feedbacks and ratings, and the number of KEDB errors and corrections.

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Snehal Badodkar

Product Manager | Six Sigma Cerified | Certified Trainer | 🌟 AIPMM Certified | 🎓 Certified Product Owner | Freelancer | Constant Learner | iSHEroes Foundation
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KEDB metrics 📋 track repeated problems and how they were fixed to solve issues faster and improve services. To connect KEDB metrics with ITSM tools like ServiceNow or Jira: ✅ Link error records to incidents and changes. ✅ Share data smoothly between systems. ✅ Use insights to find causes quickly and improve IT services.

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Santhi Vardhan

Oracle CPQ | Incident Management | Problem Management | Stakeholder Management | Customer Success Management |
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Integrating KEDB metrics with other ITSM metrics and tools involves aligning KEDB data, such as incident resolution times and frequently used solutions, with key performance indicators within the ITSM framework. This alignment enables informed decision-making and resource allocation. Interoperability between KEDB systems and ITSM tools is ensured through seamless data exchange protocols, enhancing problem resolution times and customer satisfaction. Continuous evaluation of KEDB effectiveness using analytics fosters a culture of continual improvement in service delivery.

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Bhairav Suman

Product Owner | Business Analyst | Product Management | Connecting Business Needs with Strategic Solutions💡
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1. Map KEDB metrics like incident recurrence rates and resolution times to broader ITSM KPIs, such as service availability and mean time to resolution (MTTR). 2. Integrate KEDB with ITSM tools like ServiceNow or Jira to automate data sharing and link known errors directly to incidents and changes. 3. Use dashboards to consolidate KEDB and ITSM metrics, enabling real-time monitoring and better decision-making for service improvements.

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2 How to align your KEDB metrics with your ITSM goals?

Your KEDB metrics should not be separate from your overall ITSM goals and strategy, but rather integrated with other ITSM metrics and processes such as incident management, change management, configuration management, and service level management. This way, you can ensure that your KEDB supports and enhances your ITSM performance and value. To align your KEDB metrics with your ITSM goals, you should define objectives and KPIs based on your ITSM vision and mission. Additionally, it is important to map KEDB metrics to ITSM processes and functions, as well as establish roles and responsibilities for collecting, reporting, and analyzing the metrics across your ITSM teams and stakeholders. Common standards, frameworks, and tools such as ITIL, COBIT or ISO 20000 can be used to define, measure, and report on the KEDB metrics. Lastly, benchmarking and comparison of the KEDB metrics with ITSM targets, baselines and best practices is essential.

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Amaresh Shinganagutti ✅ (Financial Freedom)

Helping Families to Achieve Financial Freedom | Expert in Mentorship and Money Management Strategies 🚀💼 | Plan Your Epic Retirement for Corporate Leaders | Your Trusted Partner for Side Hustle | Passive Income
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Totally agree that metrics should be same across including KEDB and ITSM. In our org we look at making uniform metrics measurement and single ource of truth, hence the ambiguity is eliminated. The baselines will help us to measure the growth and set the measurable goals.

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3 How to integrate your KEDB metrics with your ITSM tools?

Integrating your KEDB metrics with your other ITSM tools and platforms can help create a seamless and consistent flow of information and communication. You can leverage the capabilities of your ITSM tools to automate, visualize, and optimize your KEDB metrics. To do this, you can use APIs, connectors, or integrations to link your KEDB with your other ITSM tools and data sources. Filters, queries, or reports can be used to extract and display your KEDB metrics from other ITSM tools and data sources. Additionally, dashboards, charts, or graphs can be used to visualize and monitor your KEDB metrics along with other ITSM metrics. Lastly, alerts, notifications, or actions can be used to trigger or respond to changes or events in your KEDB metrics or other ITSM metrics. Analyzing and improving these metrics through analytics, insights, or recommendations can also improve their impact on other ITSM metrics.

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4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Oseghale Okohue BEngr. Msc. MBA. DBA. Prince2®Practitioner

Accredited NEC4 ECC Project Manager & Snr. P6 Planner | EPICM, Offshore Engineering,Renewable Energy (HVDC & HVAC Power Cables, Wind, Solar, BESS, Grid Code Compliance (G99, G5/5, P28) & Integration, GIS/AIS Sub-Station)
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Integrate KEDB metrics with ITSM metrics and tools by aligning incident, problem, and change management processes. In renewable energy, correlate turbine downtime data from KEDB with maintenance schedules in ITSM systems. For grid compliance, link KEDB records of system faults with incident management logs. In manufacturing, merge KEDB insights on equipment failures with change management for process improvements. In battery storage, synchronize KEDB data on performance issues with service desk tickets for proactive maintenance. Seamless integration enhances problem resolution and operational efficiency.

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How do you integrate your KEDB metrics with other IT service management (ITSM) metrics and tools?

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1 Why measure your KEDB?

2 How to align your KEDB metrics with your ITSM goals?

3 How to integrate your KEDB metrics with your ITSM tools?

4 Here’s what else to consider

Problem Management

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