Establish a Service Metrics Program That Meets Business Needs

Measure IT right and measure it well.


This content requires an active subscription.

Access this content by logging in with your Info-Tech Research Group membership or contacting one of our representatives for assistance.

Speak With A Representative Sign In
or Call: 1-888-670-8889 (US) or 1-844-618-3192 (CAN)

Your Challenge

  • CIOs are constantly challenged to prove the value of IT, and a large part of IT’s value comes from the continuous improvement of IT services to satisfy the changing needs of end users. A service metrics monitoring and reporting program enables the continuous improvement of IT services. 

Our Advice

Critical Insight

  • IT metrics systems are rarely set up with business goals in mind. Often, the metrics results are not used to identify areas for continuous improvement. Almost always, the amount of effort that goes into producing reports and dashboards is not rewarded with the attention it deserves from its audience.
  • Metrics must be presented in business terms. Collecting and presenting metrics is not difficult; collecting relevant data that is translated into business terms for the right audience is the real challenge.
  • Metrics will drive behavior. Be careful when setting targets; metrics can influence behavior in unexpected ways, resulting in undesired and unexpected consequences.

Impact and Result

  • In order to produce insightful service metrics reports that lead to corrective actions, CIOs must identify key metrics based on business goals and present them in a concise and tailored report for the targeted audience.
  • This project blueprint will walk organizations through the process of monitoring, evaluating, and improving service metrics:
    • Define the objectives of the metrics program.
    • Create a metrics plan to meet business needs.
    • Optimize metrics collection and reporting processes.


  • George Letavay, Services Executive, Virtual Instruments
  • Joseph Sgandurra, Service Delivery Director, Navantis  

Get the Complete Storyboard

See how all the steps you need to take come together, with tools and advice to help with each task on your list.

Download Now

Get to Action

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should establish a service metrics program, review Info-Tech’s best practices, and understand the four ways we can support you in completing this project.

  1. Launch the project

    Determine the objectives for establishing a service metrics program and create a project charter.

  2. Define objectives of the metrics program

    Identify current and future business and IT stakeholders and determine their high level goals and requirements for the metrics program.

  3. Create a metrics plan to meet business needs

    Define service metrics in business language, break down service metrics into relevant IT metrics, and establish baseline and target metrics.

  4. Optimize metrics program processes

    Assess data completeness and validity and create customized reports for key audiences based on their specific goals.

  5. Implement metrics program

    Develop a rollout and communication plan and use feedback to continuously improve the program to better fit business objectives.

Guided Implementation icon Guided Implementation

This guided implementation is a twelve call advisory process.

    Guided Implementation #1 - Launch the project

  • Call #1: Review project team members, project charter, and metrics

  • Call #2: Review process maturity

  • Guided Implementation #2 - Define metrics program objectives

  • Call #1: Define high level objectives

  • Call #2: Define and prioritize stakeholders

  • Call #3: Identify unmet goals and requirements

  • Guided Implementation #3 - Create a metrics plan to meet business needs

  • Call #1: Define metrics in business language

  • Call #2: Break down service metrics into IT metrics

  • Call #3: Negotiate metrics

  • Guided Implementation #4 - Optimize metrics program processes

  • Call #1: Identify metrics collection processes and tools

  • Call #2: Create tailored metrics report

  • Guided Implementation #5 - Implement metrics program

  • Call #1: Develop program roll-out plan

  • Call #2: Continuously monitor program to adapt to business needs

Onsite Workshop

Module 1: Launch the Project

The Purpose

  • Identify stakeholders and assemble the project team.

Key Benefits Achieved

  • Stakeholders and high level project objectives defined.

Activities: Outputs:
1.1 Identify stakeholders
  • Determine the key stakeholders and what outcomes they require from the service metrics program
1.2 Define objectives for the service metrics program
  • Determine the objectives for establishing a service metrics program
1.3 Create project charter and obtain sign-off
  • Create and obtain approval for the project charter
1.4 Create metrics to measure value of the service metrics program

Module 2: Define Objectives of the Metrics Program

The Purpose

  • Define objectives of the metrics program based on stakeholder needs.

Key Benefits Achieved

  • Determine business and IT stakeholder objectives.

Activities: Outputs:
2.1 Assess how well the current metrics program is meeting business needs and the maturity of the program
  • Identification of how effectively the metrics program is meeting business needs
  • Understanding of the maturity of current metrics program processes
2.2 Identify current and future business and IT stakeholders
2.3 Determine business and IT stakeholders’ high level goals and requirements for the metrics program
2.4 Identify any unmet goals and requirements

Module 3: Create Metrics Plan to Meet Business Needs

The Purpose

  • A clear understanding of business needs.

Key Benefits Achieved

  • Measure performance from a business perspective using business language.

Activities: Outputs:
3.1 Define service metrics in business language
3.2 Break down service metrics into the relevant IT metrics
  • Service metrics defined
3.3 Establish baseline metrics
  • Baseline for metrics established
3.4 Negotiate target metrics
  • Established target business and IT metrics
3.5 Gain buy-in internally and externally for target metrics
  • Consensus and acceptance of target metrics by all key stakeholders

Module 4: Optimize Metrics Program Processes

The Purpose

  • Report only the relevant data in business terms.
  • Customize reports for each audience.
  • Demonstrate the value of IT.

Key Benefits Achieved

  • Ensure that IT collects the right data, analyzes the right information, and communicates the implications of the analysis to the right stakeholders in a manner that resonates with them.

Activities: Outputs:
4.1 Revisit and clearly define supporting IT metrics based on identified key business needs
4.2 Identify data gathering processes and requirements
  • High quality data is collected and aggregated for analysis
4.3 Assess data completeness and validity
  • IT metrics are translated and transformed into business benefits
4.4 Create customized reports for each stakeholder by providing significant and relevant data
  • Metrics results are customized for key audiences based on their specific goals
4.5 Take corrective actions to address deviations and communicate progress to stakeholders in future reports
  • Success of the metrics system is monitored and corrective actions are put in place

Module 5: Implement Metrics Program

The Purpose

  • Prepare for implementation and effective communication.
  • Understand how the change will impact staff.

Key Benefits Achieved

  • A communication plan based on stakeholder analysis.
  • A roadmap to plan and monitor the service metrics program implementation plan.

Activities: Outputs:
5.1 Develop program rollout plan
5.2 Develop communication plan
  • Develop a rollout and communication plan to carry out the metrics program
5.3 Implement the new metrics program
  • Implement new metric process in the SOP handbook
5.4 Gather feedback and continually update the metrics program
5.5 Measure value
  • Use feedback to continuously improve the metrics program so it better fits business objectives

Workshop Icon Book Your Workshop

Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

Book Now

Hide Details

Search Code: 75647
Published: August 6, 2014
Last Revised: May 25, 2015

GET HELP Contact Us
VL Methodology