How to Leverage Metrics to Support ITIL Processes

Speaker: George Spafford, President, Spafford Consulting

So your organization finally has committed to ITIL as a process-improvement framework. Congratulations! Now all you need to do is measure and demonstrate ITIL's impact on the bottom line. Unfortunately, while ITIL provides a rich set of sample metrics from which to choose, it doesn't prescribe how to use these metrics to support attainment of goals. This webcast will draw upon the 10 central processes for ITIL Service Support and Service Delivery to discuss:

Overall metric selection considerations

• Must have value
• Must be measurable

Potential metrics for each process

• Background of the metric
• Factors that could drive the metric up or down