CSI-Service Meassurements

For services, there are 3 basic measurements that most organizations use: [blank_start]Availability[blank_end] of the service [blank_start]Reliability[blank_end] of the service [blank_start]Performance[blank_end] of the service

Service measurement must go further than the [blank_start]component[blank_end] level. Service measurement will require someone, or some tool, to take the individual component measurements and combine them to provide a [blank_start]view[blank_end] of the true customer experience.

You cannot [blank_start]manage[blank_end] what you cannot [blank_start]control[blank_end] You cannot [blank_start]control[blank_end] what you cannot [blank_start]measure[blank_end] You cannot [blank_start]measure[blank_end] what you cannot [blank_start]define[blank_end]

The challenge for any organization is to create a Service Measurement Framework that will create [blank_start]value[blank_end]-[blank_start]added[blank_end] reporting

The framework will have to reflect the [blank_start]component[blank_end] structure of a service, as well as the relationships and [blank_start]inter[blank_end]-[blank_start]dependencies[blank_end] between components

Service measurement is [blank_start]forward[blank_end] looking, as well as reporting on [blank_start]past[blank_end] [blank_start]performance[blank_end]. It will provide answers to the question – what do we need to be able to do, and how can we do things better

Part of the construction of a service measurement framework is deciding what needs to be monitored and measured

There are 3 main steps in creating a service framework:

The critical elements of a service measurement framework will include