Measuring and Monitoring Your Service Quality
Quality Translated into Numbers
As cost pressure and the level of IT "commoditisation" increase, the global deployment of high-quality IT services confronts many companies with a number of new challenges to deal with. This also applies to the definition of operational service metrics and methods for measuring and monitoring the IT organisation's service quality.
As part of global IT standardisation and benchmarking, IT service metrics and standardised reporting are becoming increasingly important components of IT Service Management. There are two main types of metrics: on the one hand the technical/operational metrics, on the other hand the technology-independent metrics used to rate business processes. Furthermore, your company's compliance with laws, policies and regulations must also be taken into account.
Service Metrics in Practice
Today, end-to-end analyses of transactions are required. Appropriate metrics are necessary to ensure stable performance, optimal use of resources, and business alignment. In heterogeneous, historically grown and distributed IT infrastructures, the mere collection of relevant technical data is often a major challenge for the IT organisation.
Especially in the field of IT sourcing, service quality metrics serve as a basis for Service Level Agreements (SLA). Providing sufficient and understandable information about service quality and the actually rendered service levels is the only way for you to give your client an objective overview of your service portfolio and to ensure that both parties have a common understanding of service delivery.
And what can we do for you?
We support you in defining and evaluating quantitative and qualitative metrics, enabling you to implement your IT strategy in an efficient and effective way. Would you like to learn more about our services regarding IT metrics? Please feel free to contact us.