《《Using_the_ITSM_Metrics_Modeling_Tool》.pdf

Using the ITSM Metrics Modeling Tool ITSM Metrics Model Tool Overview The ITSM Metrics Model is a simple spreadsheet tool that can be used for a variety of measurement and reporting purposes. The model can be used as: A starting point to identify key metrics that can be used to measure and monitor the health and state of your ITSM processes and activities Justifying an ITSM improvement initiative by modeling desired target future state improvements expected to occur A means for demonstrating the impacts and effects of current ITSM practices 1 Measuring ITIL | Randy A. Steinberg A means for modeling future business decisions to assess their impact and risk to ITSM activities if those decisions were to take place A means for modeling the breaking point at which the quality of ITSM practices becomes untenable. In short, this tool may be used to support ITSM reporting and to model the impact of changes to the IT infrastructure or future business decisions. 2 Using the ITSM Metrics Modeling Tool Installing the Model The model is built as a Microsoft EXCEL Spreadsheet and is included on the CD with this book. Simply download or copy this file to a desired folder on your PC. The PC itself should be running WINDOWS XP or other platform compatible with Microsoft Office 2003. It is rec