Metrics for Service Management

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Focusing on the ITIL 2011 Lifecycle approach, this book explores the importance of metrics in achieving business value. It emphasizes how corporate strategy and governance shape requirements and risk identification, which in turn influence the design of services and processes. By detailing how metrics are developed and utilized, the book illustrates their role in governing value delivery throughout the entire lifecycle, making it essential for understanding the interplay between service management and corporate objectives.