From the course: IT Service Management Foundations: Measures and Metrics
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Measuring outcomes - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Measuring outcomes
- Now when we talk about tracking value, we need to figure out how we're going to do that. When we look at this, I like to use the big top down approach, we start with our purpose that feeds into our objectives those objectives have indicators that support them and underneath those indicators, we have metrics. We're going to define things going from the purpose down to the metrics, but then when it comes time to evaluate, we gather those metrics, those feed up and indicators, those indicators feed up into our objectives and those objectives go up into our purpose. And that's the way we do downward to define and upward to evaluate. Now, when you start looking at a service value indicator, this is a measure that either is directly or indirectly indicating the level or situation of a specific aspect of a service value. Indicators are going to reflect achievement of an objective, and that may be the desired or agreed upon service…
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