How to Measure Services With the ITIL Framework

Published: May 14, 2019

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About this Resource:

IT services have become integral for businesses of all sizes, private and public organizations, educational institutions, consumers, and the individuals working within these organizations. Without IT services, it is hard to see how any organization would be able to deliver their products and services in today’s market.

As a direct consequence, businesses require that IT services are measured, not the performance of an individual component such as a server or application. IT must now be able to measure and report against an end-to-end service and understand how this service supports and enables the business to achieve its goals. Too often we provide a report against a component, system, or application but don’t provide the true service level as experienced by the customer.

In this article, we discuss how IT services are measured.

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Content Expert:

Mark Smalley

Mark Smalley is a writer, speaker, and bridge builder at Smalley.IT. Mark’s main area of interest is the co-creation of value from IT investments.He is a contributor to many bodies of industry knowledge and has spoken at hundreds of events in more than thirty countries. He has also (co)authored many ITIL® 4 publications, most notably as lead editor of High-Velocity IT, that is referenced by Digital and IT Strategy.