ITIL is a quite generic set of best practices. It gives you some guidance as to what you should be measuring, but it doesn't go into any details. The point is that you should be measuring what you do against your objectives in order to be successful. _________________ BR,
Technology Consulting | Service Excellence
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The objective is to align IT services with the business strategy.
Different companies will have different strategies, goals and priorities and therefore their respective IT departments will also.
That's why there is definitly NO standard measurements in ITIL.
Depending on whether your company is focused on quality or cost reduction as a key business success factor, the expectations towards the performances of IT services will be totally different (targeting best quality IT services when priority is on cost reduction does not really align with the business objectives...)
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