CHAPTER 8: ONWARDS AND UPWARDS
Never rest on your laurels.
Not done yet
In this book, we’ve focused on the measurement of IT provision from both customer and provider perspectives.
Enlightened IT providers will have a disciplined approach to their work, often based on IT industry standards and leading frameworks such as ITIL. Enlightened clients may well demand that their provider use standardised approaches – or proof that the provider’s approaches are to an equivalent high standard.
The use of a disciplined approach makes it easier to use measurement as a basis for improvement, in the same way that it’s easier to measure an engineer’s work and use the measurement for improvement, than it is to do that with an artist’s work.
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