Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: JSeton
New Today: 37
New Yesterday: 67
Overall: 148339

People Online:
Visitors: 58
Members: 0
Total: 58

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Baseline metrics for each ITIL areas
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Baseline metrics for each ITIL areas

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
marco
Guest





PostPosted: Sat Aug 07, 2004 9:24 am    Post subject: Baseline metrics for each ITIL areas Reply with quote

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?
Back to top
Tania
Guest





PostPosted: Thu Dec 16, 2004 11:02 am    Post subject: Baseline ITIL Metrics Reply with quote

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. Very Happy
Back to top
Harvey
Itiler


Joined: Oct 26, 2004
Posts: 40

PostPosted: Mon Dec 20, 2004 2:13 pm    Post subject: Critical Success Factors Reply with quote

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?
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.