Metrics drive behaviours: How to avoid common IT metric mistakes

As organisations seek to improve the quality of IT services, perhaps through SIAM or cloud provisioning, the traditional SLA targets and performance measures we hold dear are no longer appropriate.
This talk will look at the common pitfalls and make some recommendations as to measures which will drive the correct behaviours in your internal and external support teams.

Vía IT Service Management https://ift.tt/2J3ddDY

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