From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Technology, process, and service metrics

Technology, process, and service metrics - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Technology, process, and service metrics

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- [Instructor] Remember the movie, Office Space, and the TPS reports? Well, you learned in your ITIL course what they contained. Technology, process, and service: TPS metrics. Seriously, your ITIL Foundation course recommended gathering all three types of metrics because, well, technology outcomes, process outcomes, and service outcomes are all things worth managing. Here we'll apply the first way, enact and enable outcomes. Here's how. Gather, or make, a list of key technology, process, and service outcomes you are driving out and rate each with dots: red, yellow, green, and gray, for how well you're doing against them. Next, gather or make a list of technology, process, and service metrics you're collecting. Next, juxtapose the two lists, looking for where an incorrect or missing metric is related to a key outcome whose state is unknown, red or yellow. You should be able to identify actions based on this analysis. For example, a straightforward action would be putting in place…

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