Metrics and measures

When it comes to the assessment of the success or failure of a service management program, identifying, capturing, and analyzing the metrics and measures is an essential element of the overall program. Each process included in the program will need to be measured to identify how effective it is being executed according to the objectives and policies that were defined as part of the strategy. There are a variety of resources to identify metrics and measures that can be leveraged to determine the performance of a process, service, or resource. As your organization matures, additional or alternate measures may be considered to better align with the business outcomes.

It is important to review your current metrics to assess how effective they are in driving behavior. Remember the old adage: what gets measured gets managed. This suggests that measures influence the behavior of practitioners and can potentially drive the wrong behavior. For example, if service desk...