89 Chapter 9. Management, Review, and Oversight There are three key components to management review and oversight of the problem management function: a plan with measurable objectives, metrics, and formal review of those metrics. We can think of these as the strategic, tactical, and operational level tasks of the problem management function. First, you must establish problem management objectives. This is your strategic task. You must then determine which metrics to gather to monitor your progress toward achieving those ob- jectives. You must also meet with your key team leaders to review those metrics. These are your tactical tasks. Finally, you must conduct operational level meetings with your team leaders to review operational level information, such as ticket exceptions, and take corrective action when necessary. Metrics are the key to your success. Knowing where you are and where you are going can only be established through metrics. You can communicate what you have accomplished and what you will accomplish only by the use of metrics. The only way you can expect to manage the performance of your organization is by checking performance metrics and making course adjustments as neces-