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Developing Metrics for Better ITSM
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Developing Metrics for Better ITSM
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Define what
you should measure
12.
Define what
you can measure
13.
Present and
use the information
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Implement corrective
action
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Process the
data
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19.
20.
21.
Economy of
IT Provision
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23.
Quality of
IT Services
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25.
Efficiency of
IT Services Provision
26.
Skilled and
Experienced IT Staff
27.
28.
29.
Economy of
Service Desk
30.
31.
Quality of
Service Desk
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33.
Skilled and
Experienced IT Staff
34.
35.
36.
37.
Use Metrics as
Indicators
38.
Keep it Simple
39.
A Few Good
Metrics
40.
41.
Data Challenges
42.
Manual Processes
43.
Metrics can Lie
44.
45.