ITIL Serivce Management 6 5 4 3 2 1
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Measurement Systems and Metrics

The IT services must be geared towards the business objectives and the requirements, with a breakdown into the processes and activities, defining the objectives based on the top-down principle. The IT service objectives influence the various process objectives and each process objective is given new activity objectives. The degree to which these objectives are achieved is measured through metrics of the output which in turn drive forward the superordinate objective. The metrics also provide for adjustment to performance and target orientation.

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