From the course: IT Service Management Foundations: Measures and Metrics
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What is measured gets done - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
What is measured gets done
- We've spent a lot of time already talking about measurements and how important they are. But measurements can also be dangerous to your organization if you don't properly design and utilize them. This is because measurements drive and direct behaviors within your organization. There's a saying in service management and it goes like this, "What is measured gets done." Now what does this really mean? Well, it means whenever you measure something, you're going to impact the behavior around you of those people who are responsible for doing that thing. And you really need to think carefully about what and how it is that you're measuring things because it can have unintended consequences. Now, for example, I took over as an IT director of an organization a couple of years ago and my service desk manager decided they wanted to accelerate the incident resolution time. Let's take a look at how this actually played out in the real…
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