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Three Types of Metrics Defined by ITIL

To monitor performance of a plan, process, or product, organizations put a system of metrics into place. The business data collected is then used to understand and improve on processes. They are also used as a solid foundation in making better business decisions. Author Michael Scarborough discusses the three types of metrics and provides some examples of each in this Global Knowledge article.

Measuring, Measuring, Measuring

Scarborough states that the three types of metrics as technology, process, and service metrics. When correctly combined, they can provide an “overall, comprehensive understanding of the health of service management throughout the organization.”

Technology Metrics

Technology metrics calculate the performance of IT infrastructure and equipment. Some technology metrics include:

  • CPU utilization of a server
  • Amount of disk space utilized
  • Speed of a network interface

Process Metrics

Process metrics provide information on the functioning of processes. Scarborough advises that organizations should be careful in establishing a set of useful metrics as to not overwhelm themselves at looking at too many metrics. Some process metrics examples include:

  • Number of failed changes per week
  • Average incident resolution time per month
  • Number of requests completed per week

Service Metrics

Service metrics are used to measure and report on end-to-end view of a service.

  • Overall customer satisfaction with a specific service
  • Cost of a specific service transaction
  • Time to complete a specific service transaction

To read the full article, click here:

About Gavin Martin

Information systems architect / technical design authority with over 20 years experience delivering small-scale through enterprise systems to commercial, finance and government customers.

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