Setting a baseline
When establishing a service management program, one of the key challenges for the program team is communicating value and benefits to the senior leadership. This program, like all major efforts, requires a commitment of resources and people to make it happen. It also requires an organization to make changes to the way you do things. In order to effectively communicate the benefits of the program, there must be a means to measure progress and return on investment (ROI). To demonstrate progress and ROI, there must be an understanding of where the organization starts from. The term used to define that starting point is a baseline.
Baselines need to be captured when a program starts and as reporting is conducted, comparing the results of the program changes to the starting point or baseline. As the program progresses and reporting occurs, baselines are updated to reflect the new current state, so as more change is completed, the benefits can be shared with the management...
