Metrics

Neal Leininger Senior Consultant Veris Associates, Inc.

You may have seen the posting last week about Google taking on Electricity monitoring: LINK

Personally I think it's a great idea, it takes away the ambiguity of how the utility companies are charging for services at a granular level, and enables transparency for the consumer.

It also spurs the discussion around metrics, without metrics how do you know any given service is performing as advertised, under-performing, or over-performing?

Granted, overcapacity is rarely an issue in the world of IT Service Management, but in practice it can be a goal for success.

There's the old adage of "If you don't measure it, it won't be done."

What are your thoughts around metrics? What are the Key Performance Indicators for your organization? How where they determined? How have they changed your day-to-day tasks?


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Tactical Failure, Strategic Success

	Neal Leininger Senior Consultant Veris Associates, Inc.

It has been written on numerous sites, the challenges of implementing ITIL, the "true" cost, and the "true" return on investment.

In our newsletter a few weeks ago, I mentioned how technology has shaped everyday events, like the "Miracle on the Hudson" of Flight 1549 with Captain Sullenberger at the helm. Not only was it the outcome that was amazing, but so were the "Lessons Learned" of what went right.

This is an example of how planning and paying the costs are not only a short term improvement, but in the long term, the cost of NOT DOING IT are far greater.

Without decades of safety engineering, and black box engineering, not only would they have lost many lives, but they wouldn't have known what went well or failed.

So it goes in IT, without proper processes and procedures, when disaster strikes, it may well still be a disaster, but through the toil and hardship of prior improvements, you will have the tools and wherewithall to recover and hopefully show the steady hand that Captain Sullenberger exhibited.

So in closing, never forget the price of not improving your craft, be it Flying a Jet, or Flying an IT Department.

Disaster will strike, and there will be tactical failures. Help your IT Service Management organization ensure a Strategic Success.

Below is an excerpt of the CBS Special with Katie Couric




Can you say "Mayday" with a calm voice to your CEO?




Comment below or visit us on LinkedIn
you can also find me directly for feedback at : http://www.linkedin.com/in/neall




Copyright (c) Veris Associates, Inc. Unauthorized use is strictly prohibited. Comments contents are the opinions of the person posting the comment (commenter) and not necessarily those or endorsed by Veris Associates, Inc. Veris Associates, Inc. reserves the right to remove any and all comments it wishes without any recourse of the commenter. Decision of Veris Associates, Inc. is final.