Baseline metrics for each ITIL areas

[marco]

Where can I find a list of "best practice" metrics for each of the primary ITIL areas (incident mgmt, problem mgmt, etc)? I realize that these will need to be adapted to a specific situation, but I'd like to see a Top 10 smart things to measure for each ITIL area. Is there a book or website that offers this type of information?

[Tania]

Refer to the OGC Guide called "Best Practice for Planning to Implement Service Managment", Section 6.1 Critical success factors and key performance indicators.

This will give you an idea of the types of metrics to measure depending on what you hope to achieve (success factor), select a small group of these and take a baseline measure before making any change. This will give you a benchmark upon which you can measure improvement over time.

[Harvey]

I am also looking for metrics we can apply to measure our current HelpDesk performance.

Is there a place online where we can get a look at these Critical Success Factors and Key Performance Indicators online?