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ITIL - Performance metrics



Performance metrics provide the basis for measuring performance against customer requirements and value, in addition to financial reporting.

Creating performance metrics usually follows a simple three step process:

  • 1. Establish customer requirements (requirements gathering and analysis)
  • 2. Designing and developing the measures
  • 3. Ascertain targets which the results can be scored against


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Choosing the right metrics to measure is a challenging process but an important one. All too many companies fall into the trap of choosing the immediate metrics but these don't always provide the highest measurable value. The key to good performance metrics is measuring the high value.

Gathering data manually is a painful process so automating the data collection is advisable. Automating data collection also helps organisations to make real time decisions and react quicker to the customers needs.

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basics metrics measures value targets reporting






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