Continual Service Improvement Processes Service Measurement and Reporting Goal and objectives

To coordinate the design of metrics, data collection and reporting activities from the other processes and functions.

There are four main reasons to monitor and measure:

* Validate: Are we supporting the strategy and vision?
* Direct: Based on factual data, people can be guided to change behavior
* Justify: Do we have the right targets and metrics?
* Intervene: Take corrective actions such as identifying improvement opportunities.

Measurement of all the process metrics takes place throughout all the Lifecycle phases. CSI uses the results of these measurements to identify and establish improvements via reports.

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