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Evolving Metrics as a Key Component of Your ITSM Evolution…

June 1st, 2009

Metrics and measurement will naturally evolve as service management maturity and organizational maturity evolves, they have to…  measurement is such an important part of any service management discipline.  The evolution of your measurements should always be planned in accordance with the business drivers to ensure measurement capabilities can sufficiently underpin the business activities.

Whether you are starting a measurement program from scratch or you are well on your way, there is always room for improvement and to evolve to another level of maturity.   The following chart is a sample of an organization’s measurement path that evolved as the service management program evolved to meet the more demanding business needs.  It shows the evolution of the key information elements and key performance indicators. Read more…

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