Tag Archives: Metrics

Why do I so seldom hear ‘design’ and ‘metric’ in the same sentence?

Metrics are a vital part of management. They are not the whole of management – one mistake people make is letting the ‘tail wag the dog’ when metrics drive what they do, rather than using metrics as a tool for making good decisions. Because they are powerful, metrics, if used…

Measuring and metrics – in 3 minutes

Measuring  & metrics – all or nothing You can’t manage with metrics – there is much more to management than just numbers. You can’t manage without metrics – if you don’t measure what you are doing, you can’t measure whether you are improving or doing worse. The problem is that…

Metrics for Service Management in 3 minutes

Book review – Metrics for Service Management Designing for ITIL by Peter Brooks – Review by Alexander Kist The very nature of Best Practice guidance is that people like Peter Brooks publish materials such as the book discussed here, into the Body of Knowledge.  Allegedly by command of her (British)…

ITIL’s missing piece… Metrics

ITIL’s missing piece… Metrics   Title/definition Service Management Metrics: Designing for ITIL® The basics Metrics, including Key Performance Indicators (KPIs) for Critical Success Factors (CSFs), are a vital part of ITIL®. It is important that they are designed well, and understood in the context of Service Management. Summary   Service…