ITIL Metrics come from a number of areas within ITIL.
These can range from Availability Metrics all the way through Capacity and Service Level Management ITIL metrics.
ITIL Metrics – why have them? One major deficiency in most IT provider organizations, concerns the performance metrics IT provides to the business units.
These almost always reflect the IT perspective and not the business view of IT performance.
The IT staff may deem performance to be satisfactory if the performance of each discrete element within the infrastructure falls within the norm.
But the business units are probably still experiencing lag times and slow application response times which has a business impact which IT does not see or take into consideration.
End result? – Lost customers! ITIL Metrics – the solution? The ITIL standard resolves this issue by defining metrics to measure performance against the customer experience.
It also sets forth processes for defining IT services and presenting them to users in the form of an IT service catalog.
From the IT organization’s perspective, service definitions greatly increase its ability to administer and maintain those services and to set standards.
From the perspective of the business managers, a service catalog allows them to choose from a list of services to match their business requirements and their budgets.
This makes it much easier for the IT department to anticipate future business requirements.
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