Establish a Service Metrics Program That Meets Business Needs – Phase 3: Create a Metrics Plan


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Implement a metrics program that not only monitors and addresses performance of IT services, but also demonstrates the value of IT to the business.

Use the activities in this phase to:
  • Define service metrics in business language
  • Break down service metrics into the relevant IT metrics
  • Establish baseline metrics
  • Negotiate target metrics
  • Gain buy-in internally and externally for target metrics
Metrics should not be collected simply because they are convenient; the right metrics should be used to generate actionable results in both the business and in IT.

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Search Code: 77628
Published: May 25, 2015
Last Revised: May 25, 2015

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