In a fast paced environment where business resilience is dependent on IT agility more than ever before, metrics and measurement focus is a must for meeting changing needs. To articulate accountability and identify specific value gains from IT solutions, an organization requires an IT metrics program to validate and review the outcome of services provided by IT or vendors. Generally, however, metrics programs fail to add value in driving continual service improvement and providing an actual reflection of customer experiences.
Aswin Kumar, a principal consultant with the ITSM Transformation Services practice at Infosys Limited, and Rahul Sinha, a senior consultant with Infrastructure Transformation Services practice at Infosys Ltd would like to share some industry experiences gained through various end-to-end engagements around IT service management and operations, software product development and IT governance practices. These experiences are summarized in terms of 10 “silver bullets” or solutions designed to provide best practices to the organization facilitating a successful metrics program. These “silver bullets” are aimed at transforming the metrics programs of organizations and creating a positive impact on the IT services delivery.
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