Gartner Research

Improving Service With SMART Objectives in I&O

Published: 18 September 2013

ID: G00257667

Analyst(s): George Spafford


I&O has many opportunities to improve service. To generate results relevant to business goals, an approach based on specific, measurable, actionable, relevant and time-bound objectives will help I&O organizations.

Table Of Contents
  • Key Challenges



  • Establish Governance Around I&O Objective Setting
  • Create SMART Objectives for Service Improvement
  • Leverage the Deming Cycle of Plan-Do-Check-Act (PDCA)
  • Review Existing ITSM Programs and Processes

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