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

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CHAPTER 3: SERVICE STRATEGY METRICS

Service strategy provides guidance and direction for the provision and delivery of services through the service lifecycle. Strategy helps the organization to understand the outcomes and expectations of the business. Services are then delivered and supported by the processes found within the service lifecycle.

Strategy will begin with the vision and mission of the organization to create policies and plans for building a business focused culture and mindset throughout the department(s).

Strategy processes and metrics are used throughout the lifecycle ensuring that the processes and services continue to deliver business outcomes. The metrics in this chapter are tied to the processes found in ITIL® Service Strategy ...

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