Legacy Blog from Sun Microsystems: https://blogs.oracle.com/dmular_itil/https://blogs.oracle.com/dmular_itil/
We are more connected in our processes than disparate. However we sometimes get so busy with our day jobs, we forget.
Forgetting that connection, we try to put it together by looking at Best Practices. We interview a half dozen consultants, an ITIL practioner, a COBIT expert, and then for fun, we ask the business what they want.. Then we make the mistake to 'go it alone'. Do it yourself-ers can produce metrics and manage operations, that is why you see us as your hero right? We are the diving catch professional, because we truly believe you value us more for our grace under pressure, than our ability to minimize risk, using our experience for better solutions... .
That's nice for "them", they worked all this stuff out, how will we make this metric matter for us?
We return to the "problem" and the "problem" is often us. We forget the working model of what and where things connect, because too much other stuff is broken, and in need of repair. Another possibility is that too much of the "stuff being broken" without the resources to repair, might indicate a need for business and priority alignment.
What should be challenged to evolve a Metrics Model:
1. Metrics produced because "it's always been done that way", not sure who, if anyone, uses them.
2. Hot potato metrics produced manually to explain limitations, or excuse collaboration.
3. Confusing "measuring and reporting history" for "managing and improving experience".
What attributes would a Metrics Model contain:
1. All metrics produced are linked to a "Service Improvement Process"
2. All metrics produced are managed for service and operational capabilities.
3. "Root Cause Corrective Action" methods are part of the "what do we do with the metrics" logic.
4. Lower and Upper Spec Limits for acceptable performance indicators consider the business demands and resource constraints.
5. All metrics should be built to change, improve and adjust to business requirements.
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