Due to their focus on operational IT service management KPIs, infrastructure and operations leaders need to show ITSM's value to business leaders. This research will help I&O leaders design and deploy high-quality ITSM KPIs that communicate the value they provide in supporting business services.
- How Can I&O Leaders Avoid Being Seen as Irrelevant by the Business and Focus on Strategic KPIs That Support Business Services?
- Design Strategic ITSM KPIs, Starting With a Top-Down Business Perspective
- Align ITSM KPIs With the I&O Organization's Maturity Levels
- Establish a Formal KPI Governance Process to Ascertain the Ongoing Relevance of ITSM KPIs
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