Chapter 8. Service Performance in Action

As we build upon our understanding of IT Service Management, how it supports business success, and some of the key elements you must be in control of within your ITSM partnerships, we now turn our attention to what service performance is all about. Conceivably, a company could have done all the right things when acquiring the services of their ITSP, organized the right roles to support the processes and activities, and still have poor service quality. The way to ensure that you are not one of these statistics is to understand the indicators of good service performance—both of the services themselves and the ITSP who provides them. We now explore how to tell the good from the bad and what to do when you ...

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