How to Leverage Metrics to Support ITIL Processes

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.