The primary method that ITIL uses to encourage consistency is through the definition and management of processes for various IT service management activities. The purpose of a process is to define a series of repeatable steps that can be performed consistently, at a predictable level of cost, in order to produce a consistent and predictable […]
ITIL provides numerous best practices and guidelines that help organizations effectively configure, establish, and manage boundaries. In this blog, we will discuss three ways that ITIL promotes the definition of boundaries. First, ITIL encourages organizations to think about their IT in the form of services. Services are a way of describing a boundary between the […]
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.