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

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CHAPTER 6: SERVICE OPERATION METRICS

Service operation is where the majority of metrics are collected as production services are provided to the customers. Service operation achieves effectiveness and efficiency in the delivery and support of services, ensuring value for both the customer and the service provider. Service operation maintains operational stability while allowing for changes in the design, scale, scope and service levels. This stage of the lifecycle is the culmination of the efforts provided in strategy, design, and transition. Service operation represents the successful efforts for the previous lifecycle phases to the customers with the successful delivery of services and creating high levels of customer satisfaction.

Operational ...

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