Determining a service's "Health" or status

[kwinston]

Hello all!

I have been tasked with researching methods/tools to track and report on a service's "health". My research has pointed me toward the Balanced Scorecard, but at initial glance this is too organizationally driven, but I'm new to this so it could be the right direction. I believe the reasoning behind this task is to be able to see how a service is doing, what areas within that service are failing, is it meeting is business goals set forth by the company, etc?

Tale for example a company's Portal or Intranet page. What methods and/or tools are available to measure how "healthy" this service is? Another example...how "healthy" is our Help Desk? Are the services they are responsible for being delivered?

Any help or feedback would be greatly appreciated! Thanks!