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

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

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This phase of the blueprint is used in combination with the metrics tracking sheet. The major activities in this phase include:

  • Determine the first batch of metrics to be implemented as part of the pilot program
  • Create a process to collect and validate data, determine initial targets, and integrate with SLM and BRM functions
  • Present the metric reports to the relevant stakeholders and incorporate their feedback into the metric design
  • Establish a standard process and roll out the implementation of metrics in batches
  • Establish a process to monitor and track the effectiveness of the service metrics program and make adjustments when necessary

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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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