Many references have been made in this book to the need to establish service management benchmarks and to track performance against the market. This is an imperative if an organization needs to know where it is on its service journey. Although this section does not provide a complete set of benchmark reference data, it does document the key parameters that a world-class delivery organization ought to be challenged to meet. The arrangement of these targets has been structured into three types of metric – an organizational design indicator (ODI), which are the factors that can be used to scale an IT function; critical success factors (CSF), which are those factors by which service delivery targets can be ...

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