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

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

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

Tags

KPI, IT value, metrics program, service orientation, service management, key performance indicators, KPIs, success criteria, CSF, critical success factors, IT services, business-IT alignment, performance management, stakeholder communication

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