IT Service Management Metrics That Matter

Published by Tripwire on Nov 07, 2007

High performing IT organizations didn't get that way by accident, as revealed in a recent benchmark study by the IT Process Institute (ITPI). They operate on specific controls and measurements that prove significant to overall IT performance. Other organizations can also achieve better service management by replicating the practices of high performers.  Measuring against the four factors that have a significant impact on the operations of IT organizations, companies can develop a baseline from which to improve performance.

This whitepaper, authored by Tripwire CTO Gene Kim, provides insights on how companies can improve their performance:

• The two foundational IT controls that keep the high-performance engine running smoothly
• The four metrics that matter in ensuring IT performance
• The ROI of implementing a culture of change management and causality

Download this whitepaper and learn from Gene Kim, well-known authority on IT processes, about the metrics that matter most toward improving operational results, and which two controls any organization can adopt that will put them on path to high performance.