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

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

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This phase of the blueprint is used in combination with the Metrics Development Workbook. The major activities contained in this phase include:

  • Define stakeholder needs based on their success criteria
  • Identify IT services that are tied to the delivery of business outcomes
  • Derive meaningful service metrics based on identified IT services and validate with business stakeholders
  • Validate that metrics can be collected and measured
  • Determine calculation methodology

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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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