Measuring your IT: Identifying the metrics that matter

CHAPTER 3: THE IT PROVIDER’S PERSPECTIVE ON YOUR IT

The best way to find yourself is to lose yourself in the service of others. Mahatma Ghandi

Service roles can be rather thankless. The provider’s job of satisfying customers by meeting contractual or SLA obligations and providing value for money is not easy, being dependent on infrastructure, vendors, business processes and customer relationships. The service is usually highly visible to customers and their expectations tend to be high. IT services are business-critical, prone to requests for change and improvement, and prone to faults. From the IT provider’s perspective, customers often want more and better, and they can’t tell you precisely what they do want, but they’re pretty quick to say ...