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Service Measurement (principle)

Definition: there are four reasons to monitor and measure:

• to validate

• to direct

• to justify

• to intervene

The four basic reasons to monitor and measure lead to three key questions: ‘Why are we monitoring and measuring?’, ‘When do we stop?’ and ‘Is anyone using the data?’

To answer these questions, it is important to identify which of the above reasons is driving the measurement effort. Too often, we continue to measure long after the need has passed. Every time you produce a report you should ask: ‘Do we still need this?’

contains

Baselines A Benchmark used as a reference point. For example:

- An ITSM Baseline can be used as a starting point to measure the effect of a Service Improvement Plan

- A Performance Baseline can be used to measure changes in Performance over the lifetime ...

Service Measurement objectives

is referenced from

Service Measurement (process)

is one of

CSI basic concepts

see publication details, table of content or references of 'Continual Service Improvement'

Source: Continual Service Improvement (OGC)

  • 3.7 Service measurement

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Dies ist ein Teil des Body of Service Knowledge der Continental Software GmbH, zusammengetragen aus den Best Practices der ITIL und CobiT und PMBOK Frameworks, der ISO 20000 Norm, sowie aus eigener Erfahrung.

© Continental Software GmbH; ITIL® und IT Infrastructure Library® sind eingetragene Warenzeichen des Office of Government Commerce (OGC). COBIT® ist eingetragenes Warenzeichen der Information Systems Audit and Control Association (ISACA). ISO® ist eingetragenes Warenzeichen der International Organization for Standardization. PMI und PMBOK sind eingetragene Marken des Project Management Institute, Inc. Andere hier erwähnte Inhalte, Produkt- oder Firmennamen können die Warenzeichen ihrer jeweiligen Eigentümer sein.