Problem Management SOP

Use this template to record the key details required for effective problem management – both proactive and reactive. Outline a problem management workflow, record the...

Develop Meaningful Service Metrics – Executive Brief

Service metrics help IT communicate with the business in business terms and enable IT to articulate how and where they provide business value. Business stakeholders can...

Develop Meaningful Service Metrics – Phases 1-3

Develop the right service metrics to tie IT service performance to business value and user experience. This will enable immediate stakeholder value and reinforce...

Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 1: Design the Metrics

This phase of the blueprint has two components. First, the appropriate service metrics must be identified based on business needs. Second, the identified metrics must...

Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 2: Design Reports and Dashboards

The design of service metrics reporting is critically important. You must present the right information in the most interesting and stakeholder-centric way possible to...

Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 3: Implement, Track, and Maintain

To implement the service metrics program, run a pilot with a smaller sample of defined service metrics. Continuously validate your approach and make refinements to the...

Metrics Development Workbook

This workbook guides the development and creation of service metrics that are directly tied to business objectives.

Metrics Presentation Format Selection Guide

This guide contains four questions, which will help IT organizations to identify the most appropriate presentation format based on stakeholder preference and needs for...

Lead Strategic Decision Making With Service Portfolio Management

Organizations often do not have standardized processes for the intake of new ideas and no consistent view of the drivers needed to assess the value of these ideas. In...
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Lead Strategic Decision Making With Service Portfolio Management – Executive Brief

Read this Executive Brief to understand how service portfolio management enables management of the service lifecycle and strategic IT investment.
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