Gartner Research

Design and Deploy ITSM Key Performance Indicators and Metrics That Support Business Services

Published: 26 July 2018

ID: G00349383

Analyst(s): Siddharth Shetty


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.

Table Of Contents
  • Key Challenges


  • 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
    • Example 1
    • Example 2
  • 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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