From the course: IT Service Management Foundations: Measures and Metrics
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Next steps - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Next steps
- Congratulations. You've made it to the end of the course. Now, during our time together, we have covered a lot of material inside this course. We've covered why we measure things, starting out with our organization's vision and its mission. Then we started cascading down our goals from those high level, overarching vision and mission statements down to measurable objectives. After that, we dug into measures and metrics, determining what we should measure, why we should measure it, and the five types that we can choose from when we develop our measurements. After that, we discussed the need for us to be careful in our measuring because, remember, what gets measured gets done, which is critically important to remember as you begin to apply this within your own organization. We also covered the five most widely used measurement models: the planning and evaluation model, the balance scorecard, the organization improvement…
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