FOREWORD

Metrics. A word that strikes ‘panic’ in many service managers. It seems no matter where I travel or who I speak to, it is an area that is a constant question. ‘What do I measure? How often? Do I just take the measures from ITIL^® and use them – they are published, they must be right. Right? Right?’ Inevitably, my response focuses on the practical, ‘What is the goal? What hurts? What are you trying to change?’ Until now, there really has not been a reference where the ‘why measure this’ question was answered.

Finally, The Definitive Guide to IT Service Metrics is a reference that is both common sense and practical. I think you’ll find that the metrics included are useful and may not be so common. The strength of this volume rests in the justification and explanations for each metric. The formulas are simple (simple is good, simple is powerful…) which allows the service manager to manipulate and fit to their environment. The ‘why’ has a ‘because.’

A word of caution — don’t just jump to the metrics — read the opening chapters. The information provides the basis for the chosen metrics and how they are measured. Missing this will diminish the overall content and the full benefit will not be realized.

I’m honored to introduce the first volume of the Thought Leadership Series. It is a wonderful volume and sets the stage for many more to come.

Suzanne D. Van Hove, Ed.D., FSM^®

CEO, SED-IT