An important aspect described in the ITIL Continual Service Improvement book involves the various types of metrics that ITIL recommends and how they are used. The three types of metrics ITIL identifies are technology, process, and service. In this post, I will describe these three types of metrics and provide some examples of each.
A gap analysis is a tool that ITIL recommends organizations use to compare their current state to some future desired state. Gap analyses are covered in the Continual Service Improvement (CSI) book. The idea of a gap analysis is to help an organization understand the path and commitments in terms of resources and time that it must make to achieve a particular goal.
My last post described a CSI Register as defined by the ITIL Continual Service Improvement book. In this post, I will dig deeper into some additional aspects of a CSI Register. I will discuss three important factors to creating a successful and useful CSI Register: accountability, the link to service level management, and prioritization.