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Developing a Service Measurement Framework

Quality systems | The 7-Step Improvement Process | Example | Another example | Example | Example of corrective action being implemented | Integration with the rest of the lifecycle stages and service management processes | Metrics and measurement | Service reporting | Reporting policy and rules |


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A challenge many organizations face is the creation of a Service Measurement Framework that leads to value-added reporting.

Setting up a framework is as much an art as a science. It may prove difficult at first but the results over time are worth the effort. An organization may go through some trial and error in the beginning so it should not be afraid to admit mistakes on particular measures or targets and make adjustments to the framework.

Keep in mind that service measurement is not an end in itself. The end result should be to improve services and also improve accountability.

One of the first steps in developing a Service Measurement Framework is to understand the business process es and to identify those that are most critical to the delivery of value to the business. The IT goals and objective s must support the business goals and objectives. There also needs to be a strong link between the operational, tactical and strategic level goals and objectives, otherwise an organization will find itself measuring and reporting on performance that may not add any value.

Service measurement is not only looking at the past but also the future – what do we need to be able to do and how can we do things better? The output of any Service Measurement Framework should allow individuals to make operational, tactical or strategic decisions.

Building a Service Measurement Framework means deciding which of the following need to be monitored and measured:

Selecting a combination of measures is important to provide an accurate and balanced perspective. The measurement framework as a whole should be balanced and unbiased, and able to withstand change, i.e. the measures are still applicable (or available) after a change has been made.

Whether measuring one or multiple services the following steps are key to service measurement.

Origins

Building the framework and choosing measures

Defining the procedures and policies

Critical elements of a Service Measurement Framework

For a successful Service Measurement Framework the following critical elements are required.

A Performance Framework that is:

Performance measures that:

Performance targets that:

Defined roles and responsibilities


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