Gartner Research

A Framework for Designing IT Service and Process Metrics

Published: 18 September 2006

ID: G00143161

Analyst(s): Colleen Young

Summary

As IT organizations attempt to become more service-oriented and invoke process improvement initiatives, questions arise regarding what to measure and how to measure it. We provide a decision framework for designing effective service and process metrics.

Table Of Contents
  • A Three-Tiered Measurement System
  • The Three Tiers in Action

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