Metrics That Drive Business Outcomes: Linking IT's Work to the Business

Executive Snapshot

• Figure: Executive Snapshot: Linking IT and the Business

Situation Overview

• Benefits of Metrics That Make a Difference

• Model for ITSM Metrics That Makes a Difference

• Figure: IT Service Management Metrics Model

• Outcomes and Dashboards

• Table: Outcome Category and Statement

• Critical Success Factors

• Key Performance Indicators

• Operational Metrics

• Prioritizing Metrics That Make a Difference

• Most Critical ITSM Best Practices

• Incident and Problem Management

• Change Management

• Release Management

• Continual Service Improvement

• Figure: ITIL Continual Service Improvement Approach

Advice for the Technology Leader

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• Related Research

• Synopsis