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IT Problem Management by Gary Walker

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9.2. Using Metrics to Measure Your Progress

Suppose you used the approach outlined above, that is, a hierarchy of objectives and strategies to build your plan. The problem management function must compete with other business functions and business units for finite capital and operations and maintenance (O&M) dollars. When you request capital dollars for a new project or request an increase in your O&M budget, you generally have to explain why the organization should invest the money in your project, rather than elsewhere in the company. Your plan shows very clearly the benefits you are attempting to achieve. Those benefits are usually expressed in terms of increased revenue, decreased costs, or improved service levels, which are all measurable ...

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