Posts Tagged ‘CSI’
November 25, 2009 Leave a comment
The 7-Step process in CSI phase of ITIL has identification of what needs to be measured as one of the steps.
There is no way of improving a service or a process, if we are not measuring. Measurments allow us to do two things
1. Know where we are
2. Help determine where we want to go
Often in my experience, we take the standard set of metrics and put all of them on a dashboard for various stakeholders to review, irrespective of the relevance of these beautiful looking graphs. I would in this post and in future try to put together some tools which help in identifying what needs to be measured. One of such tools is GQM – Goal Question Metric Approach. In some of the next posts, I would write about illustration of the GQM related to ITSM Processes.