Architecture and Patterns for IT Service Management, Resource Planning, and Governance: Making Shoes for the Cobbler's Children

Chapter 3 A Supporting Data Architecture

I would not give a fig for the simplicity this side of complexity, but I would give my life for the simplicity on the other side of complexity.

—Oliver Wendell Holmes¹³⁶

3.1 Metrics: Gateway from Process to Data

The metrics-based management control of processes requires carefully and clearly structured data.

AS YOU HAVE SEEN, PROCESS-CENTRIC THINKING is a hallmark of modern business practices.

COBIT, CMM, and ITIL, at their base, are process frameworks. They focus on overall functional capabilities and the sequences of activities (business processes) that add value for the customer (internal or external).

Business processes require optimization, and to optimize them they must be measured. The concept ...