IT Service Management Metrics: Advice And 10 Top Tips

Earlier this week, I attended the Hornbill User Group (or "HUG" as it is affectionately known) to listen to Malcolm Fry, IT service management (ITSM) legend and author of "ITIL Lite," talk about ITSM metrics in the context of ITIL 2011.

There is no doubt that metrics have long been a topic of interest, concern, and debate for ITSM practitioners (I wrote a piece a few years ago that is still the most popular item on my old blog site by a huge margin), and IMO I&O organizations struggle with the area due to a number of reasons:

  • I&O is not entirely sure what it is doing (in terms of metrics) and why.
  • We often measure what is easy to measure rather than what we should measure.
  • I&O can easily fall into the trap of focusing on IT metrics rather than business-focused metrics.
  • I&O organizations often have too many metrics as opposed to a select few (often led by the abundance of reports and metrics provided by the ITSM tool or tools of choice).
  • There is no structure or context between metrics (these can be stuck in silos rather than being “end-to-end”).
  • Metrics are commonly viewed as an output in their own right rather than as an input into business conversations about services or improvement activity.
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