Establish a Service Metrics Program That Meets Business Needs – Phase 4: Optimize Metrics Program Processes


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Implement a metrics program that not only monitors and addresses performance of IT services, but also demonstrates the value of IT to the business.

Use the activities in this phase to:

  • Revisit and clearly define supporting IT metrics based on identified key business needs
  • Identify data gathering processes and requirements
  • Assess data completeness and validity
  • Create customized reports for each stakeholder by providing significant and relevant data
  • Take corrective actions to address deviations and communicate progress to stakeholders in future reports

Metrics can be an opportunity to demonstrate the value of IT; be prepared to show the right metrics.

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Search Code: 77631
Published: May 25, 2015
Last Revised: May 25, 2015

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