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How Do You Measure ITSM Success?

pragueSo you have an IT Service Management program in place; but how do you know whether it's doing what it should? Measuring success is just as important as achieving success itself, and Lynn Haber asks Michael Cardinal just how to measure an ITSM program. Cardinal explains that some of the measurements are relatively straightforward: how often and for how long do systems stay up and running, for instance. Others are a bit more tricky: how do your customers feel you are doing? How much are you achieving their expectations of service, and are you achieving your end of the bargain?

About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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