Service metrics are one of the key tools at IT’s disposal when articulating and ensuring its value to the business, yet metrics are rarely designed and used for that purpose.
This brief will help you understand how you can derive the appropriate service metrics to drive your IT organization forward:
- Align business/IT objectives (design top-down or outside-in)
- Significantly improve the relationship between the business and IT aspects of the organization
- Reinforce desirable actions and behaviors