If you can’t measure it, you will never be able to manage it.
When you think of measuring what you do in the IT operations and services, you must answer the following questions-
- How happy are the customers of the IT services you provide?
- How many failures are caused to the business users due to the IT services?
The Metrics
By using metrics, you can quantitatively describe the process which is being measured. These define what should be measured and how. There are three types of metrics that must be measured-
- Technology metrics includes component and application metrics
- Process metrics are defined by CSFs and KPIs
- Cost Metrics
