IT Service Management Metrics That Matter: Four Key Benchmarks for Improving IT Performance

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Executive Summary

High performing IT organizations didn't get that way by accident, as revealed in a recent benchmark study by the IT Process Institute (ITPI). They operate on specific controls and measurements that prove significant to overall IT performance. Other organizations can also achieve better service management by replicating the practices of high performers. Measuring against the four factors that have a significant impact on the operations of IT organizations, companies can develop a baseline from which to improve performance.

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