Gartner Research

Establish Effective IT Service Support Metrics Using a Decision Value, Action Value Framework

Published: 30 March 2015

ID: G00273921

Analyst(s): Tapati Bandopadhyay


IT service support management metrics should be established by factoring in their effectiveness in supporting decisions and actions. Infrastructure and operations leaders can use the decision value, action value framework provided in this research to improve these ITSSM metrics.

Table Of Contents
  • Key Challenge



  • Review I&O People, Process and Technology Metrics Using the DVAV Framework
  • Prioritize Metrics That Have High Decision/High Action Value

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