ITIL v3 Foundation Why do we measure? # Validate decisions 8 Direct activities ® Justify courses of action 1 Identify points of intervention Why do we monitor ane measure? a valste preva decisions 1 Setarection for aces in onder to mest set targets. (Ths Is the mast grevalont reason for ‘monring and massurng) {ost factual evidence oF prot, thats course of action is eaqured To ently pont cr ntewention, ncuting subsequent changes and comecive actone "Xa be important to sit through large amounts of raw data Detor syihesiing tha nght information, This Infomation must ten be analyzed and shaded, BA apainst wnat? The i ware tne atrant layers of ‘management come i: satepe, tackcal and operatonal, each with thet oan goals, objectives. ical Suozess fats (CSFS) and KPIc~ al cf which must be aigned and supper ot ach oer bu. more Importnty, algned wi te gca's and objectives of the busness The ably to deve any meaning information fom the data calestoa depends not ant onthe maturty of the processes nr also an he vel of mau ofthe Services proved by © Copyr9n 2007, unt Walingen Reco Poge6 #7Continual Service Improvement Quint Measurement & Metrics a Key Performance Indicator (KPI) 8 Critical Success Factor (CSF) = Baselines = Technology, process, service metrics Service measurement Pls are key performance indiestore defined ding Senice Dosigh ara Serlce Trantor. The most fangibe bens to organisations using ITIL Is 2 makes improvement m resource uilzaton, elmnatng ‘oubrdart ofr. Seteasing eras and tha amount of wre at has tote Fedone, rereaing Scalabiy Wi “onent resource levels Iv atone VL framework helps improve the aval. relay, say ar Secury of masion ciel IT sanices by prowdng demorsirane perfomance ingests 19 moasi"e a6 Liaty tho cost of sence quatty. The praviion of XP ls essen to suppering CSI These KPls Decors ‘ho data np to analyze and ientty provement opportunites (Ste ote Creal Success Factors that determine the sucess or fture of @ Service satony. How wil he Serco provdor know when li sucoessts When must hose flrs be achieved? They ete defied i terms of capabisties and racources, ar proven to be Key determiners of sucooss Dy INSU Waders tlotmed by the market ae te base of competition, they are cynare, they usualy requre estan 2a lime develo, and the vale ie extracted for combination wih the acters An imporant beginning point fr highigtng imgrovemor Is estabish baselines as markers or strtna ponte orator eomparson, faseines sre so used to ets ial data pot to atermae a Serve Gr process naece to be Improved. Asa ec ts rporant tet baselines ae documonted coat ad Scheptee treughout he oganieaion aaseiines must ba estankened at each evel sateie Joas and Shjectves, tail process matunty and operational mots ad KPIs. To super! CSI actties we noes tae types of mets, namely +1 Technology metres. component and sppication based retiss (perfomance, avalabiy ec). 2. Provess metres’ CSFs (crite Success Factor) ana KPIs (netics tht naicate te Overal Meath ofa process) Page 5-18 (© Copyahe 207, Quint Wego RedwoodITIL v3 Foundation & 5. Service metrics: mics that indeat the resit of he end to end service. Technology metrics re Input for Sones motes. Serce waning identies weak areas i order for action for improvement tobe taken Service measurement reports the performance ofthe end to end service. One of OS's hay set of activites [sto meature, analyze one ropert enIT Services an ITSM real, Heacuremeonts wil ofcourse, proses ata. Tis data seul bo anayzod ovr te ta aoduce a Wand. The end will a sloy that maybe good ‘or bad, tis essen that measurements of this Kind have ongoing rolovance. What was imprtat to KPow [Get year may ne longer bs patinert us year. As pst of the measuring process important to regula confrr thatthe dala being collected and corplod Is sil requtod. and that measurements 6 adjusted lahore necessary. Ths tesponsbily fas on the oa of each repr or dashboard They are the indicus ‘desgated te Koop the reper useful and to make sure thet someting = being Gan wi the results © Capygh 2007, Cun WinglonRosaoe Pege 6-10