From the course: IT Service Management Foundations: Measures and Metrics

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What should you measure?

What should you measure?

- When we talk about measurements and metrics, one of the most important questions that we have to answer is what should we measure? Now the important thing is not to measure everything, although a lot of people are tempted to do this. You can become drowned in the amount of data that is out there if you collect measurement on everything. Instead, I want you to measure each part of the service value system to determine what is actually functioning well and what can be improved. So as you look at the service value system and you see each of those different blocks inside of it, you can measure the inputs and outputs of those sections to see where things are working well and where things aren't. Also, we want to measure the value that's actually being created. So when we look at the entire service value system we have some input and we get some output, which has value. We want to measure that whole process, as well. So we…

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