When you want the best answers about ITIL, it’s a good idea to go to the source. This guest article by Gary Case (who wrote the ITIL v3 book on Continual Service Improvement) provides insight and explanation on service measurement and reporting. Case explains different areas of service measurement and reporting such as strategy, design, transition, operation, and improvement.
The first element he covers is service strategy; Case explains how service measurement policies are established:
– How and from what sources measurement data should be captured, stored and processed for use in reports in compliance with the organization’s information quality and sensitivity standards. — Standards for tools to be used to capture, store and process Service Measurement data. — Service Strategy should create a policy around how to show value from service reporting whether it is for services or processes (from strategies to measures concept).
The specific service reporting policies are driven by organizational values and culture. As with service measurement, service reporting policies are subject to regulatory and organizational access controls.
Case moves on to explains how to execute activities for service design, including measurement data patterns, designing the procedure for modifying, adding, or deleting measurements, and defining the responsibilities to “govern and manage the execution of service measurement and service reporting”¦”
The insights continue, reviewing the elements and actions associated with the lifecycle of ITIL service. Case lists hard actions, reasons, and elements to each area of the process, allowing for a re-centering of any IT organization who finds itself distanced from where they began in ITIL service measurement and reporting.