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Three Types of Metrics Defined by ITIL

Dec. 12, 2015
Michael Scarborough

Technology Metrics

Technology metrics measure specific aspects of the IT infrastructure and equipment. In most IT organizations, we are somewhat overwhelmed with the availability of various technology metrics. Some example technology metrics include:

  • CPU utilization of a server
  • Amount of disk space utilized
  • Speed of a network interface

While technology metrics are abundant, they only provide information about a small piece of the service management environment and potentially only supply information about a tiny technical aspect of a service.

Process Metrics

Process metrics measure some specific aspect of a process. Whether an organization is consciously following ITIL or not, there will still be several processes in place. Processes are measurable. Some examples of process metrics include:

  • Number of failed changes per week
  • Average incident resolution time per month
  • Number of requests completed per week

Process metrics provide useful information about the functioning of one or more processes. Organizations should be careful to establish a set of useful process metrics without overwhelming themselves by looking at too many metrics.

Service Metrics

Service metrics comprehensively measure a service, or as stated in the ITIL CSI book, they provide an end-to-end measurement of service performance. Service metrics can be elusive to define, but some that are worth considering include:

  • Overall customer satisfaction with a specific service
  • Cost of a specific service transaction
  • Time to complete a specific service transaction

All three types of metrics should be defined in order to effectively manage the organization, and they should be woven together in a way that provides an overall, comprehensive understanding of the health of service management throughout the organization.


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