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When defining metrics to help understand and report on the value being delivered by a service desk, or by any IT or business function, it is important to remember that every organization is different.


  • Simply copying the metrics put forward by best-practice reference is not the ideal approach. To establish metrics that translate to real organizational value, it is necessary to conduct SLM activities to better understand the needs of the users supported by IT.

Features and Benefits

  • Learn some of the common mistakes organizations make when defining metrics and key performance indicators.
  • Discusses the value of SLM activities in defining metrics to understand the value being delivered by IT functions.

Key questions answered

  • What are the metrics that matter?
  • Why is it important to consider more than just best-practice advice?

Table of contents

Ovum view

  • Summary
  • Service level management activities are valuable in helping ensure the metrics defined are of true value
  • It is important to define the metrics that matter
  • Do not forget to consider the behaviors KPIs will drive


  • Further reading
  • Author

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