Service management, as defined by ITIL® (formerly the Information Technology Infrastructure Library), is a complex topic that takes individuals years to master. While individuals may have difficulty mastering all aspects of the ITIL framework, organizations often have significant difficulty understanding how the ITIL best practices fit into their environment. ITIL consists of five core books, with each book focusing on a specific stage of the lifecycle approach to service management.
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.