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If one goes to an ITIL conference these days, one can pretty much predict that any session on ITIL process metrics will be packed. This seems to reflect a general level of anxiety and seeming mysticism about what metrics are and how to utilize them. Groups attempting to use metrics tend to have their efforts fall in a broad spectrum from total irrelevancy to extremely valuable. Of course, everyone would like to select, design, and utilize metrics that are meaningful. The intent of this eBook isn't to provide a framework for metrics, but rather to provide some perspectives on metrics that the reader may find helpful to consider increasing the likelihood of success.
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