Metrics Development Workbook

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

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This workbook guides the development and creation of service metrics that are directly tied to business objectives. The workbook contains five questions:

  1. Who is the relevant stakeholder?
  2. What are the goals and pain points of your stakeholders?
  3. What do the stakeholders need to know?
  4. What does IT need to measure?
  5. What are the appropriate IT metrics?

This process will ensure that your service metrics are designed with the business perspective in mind, so they are fully aligned with business objectives.

View the Complete Blueprint:

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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