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The Definitive Guide to IT Service Metrics by Ted Gaughan, Kurt McWhirter

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CHAPTER 2: USING METRICS

There are many ways to utilize metrics and get value from them and no one method is the best. The methods used to develop and implement metrics should be adapted to fit your needs and situation. Developing, implementing, and managing metrics goes well beyond simply purchasing a monitoring tool and collecting measurements. From our standpoint, metrics help us understand:

  •   Customers and their behaviors
  •   Industries and how they work
  •   The current environment (e.g. resources, budgets, locations, etc.)
  •   The infrastructure supporting services
  •   The value of the services provided
  •   Cost-justification for the service (comparing cost of the service to the benefits gained).

Therefore, a methodical process/procedure is required ...

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