Develop Meaningful Service Metrics – Phases 1-3

Author(s): Paul Brown, Kimberly Jiang, Valence Howden

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Service metrics are critical to ensuring alignment of IT service performance and business service value achievement. Service metrics can also be used to reinforce positive business and end-user relationships by providing user-centric information that drives responsiveness and consistent service improvement.

Yet, many organizations implement poorly designed metrics, which drive unintended and unproductive behaviors and produce negative service outcomes. This blueprint will help your organization establish metrics that meet the needs of the business and drive desirable IT change.

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Develop Meaningful Service Metrics

Reinforce service orientation in your IT organization by ensuring your IT metrics generate value-driven resource behavior.

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