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Service Support Metrics

Each section of the ITIL Service Support book details a list of metrics that should be considered for those managing that functional area. In total, the book lists about 80 suggested measurements to use for monitoring and measuring performance across these processes.
Jan 21, 2005

ITSM Watch Staff

In Malcolm Fry's book (that is being hosted by NextSLM.ORG), he reviews each ITIL metric individually by quoting the ITIL definition, describing it in clear and concise terms, and making recommendations on how to best leverage the data for both IT managers and business managers. By focusing on these key metrics, one can help illustrate the value of ITIL best practices to those who have responsibility for related functional areas within IT.

He also adds to ITIL recommended metrics and introduce Business Alignment Indicators. These key metrics expand the ITIL best practices to highlight information that helps align IT goals and objectives with business priorities.

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