target audience: TECH BUYER Publication date: Jan 2021 - Document type: IDC Perspective - Doc Document number: # US47332120
Metrics That Drive Business Outcomes: Linking IT's Work to the Business
Content
List of Tables
List of Figures
Related Links
Table of Contents
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Executive Snapshot
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Figure: Executive Snapshot: Linking IT and the Business
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Situation Overview
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Benefits of Metrics That Make a Difference
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Model for ITSM Metrics That Makes a Difference
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Figure: IT Service Management Metrics Model
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Outcomes and Dashboards
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Table: Outcome Category and Statement
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Critical Success Factors
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Key Performance Indicators
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Operational Metrics
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Prioritizing Metrics That Make a Difference
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Most Critical ITSM Best Practices
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Incident and Problem Management
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Change Management
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Release Management
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Continual Service Improvement
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Figure: ITIL Continual Service Improvement Approach
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Advice for the Technology Leader
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Learn More
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Related Research
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Synopsis
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