IT as a Service (ITaaS) Framework, The: Transform to an End-to-End Services Organization and Operate IT like a Competitive Business, First Edition

Chapter 8. Measuring IT Service Performance

It is impossible to determine the value of an individual Service without considering Service Performance, and since the final determination of Service value relies on the customer, a view of Service Performance must be developed that resonates with the customer base and considers the impact of Service Performance on business outcomes. To create that view, an individual Service has to measure performance specific to the capabilities it delivers and the goals and priorities of the stakeholders. At the same time, it is equally impossible for IT and business leaders to conduct strategic planning across the Service landscape without a strategy for reporting Service Performance consistently across all Services. ...