CHAPTER 4: MEASUREMENT COMMON GROUND FOR CLIENT AND PROVIDER?

Things would run a lot more smoothly if we didn’t have the passengers to contend with. Anonymous rail manager

Providing an IT service is a bit like running a train service. People soon know when things go wrong and they tend not to be very patient about it. They just expect things to work like a Swiss watch. And everybody thinks it’s simple. Yet, behind the scenes, it needs reliable hardware and software and constant management attention, with well-defined processes, both to minimise problems and to deal with them efficiently when they do arise.

Measurement can be the glue holding things together. So long as there is a willingness on both sides, it can provide a common vocabulary that ...

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