Based on an evaluation of your customer’s Service Measurement and Reporting aspect of their
ITSM maturity under the area of Continual Improvement and Automation, there should be agreed
metrics for the end-to-end availability and performance of all services and an agreed, reliable, and
repeatable method or tool to collect data. Which finding would score a “3” on this evaluation?

A.
No metrics exist, or measurement is of technology components only.

B.
Agreed metrics exist for all services. Collected data is compared against agreed KPIs and trend
analysis is carried out to identify potential issues and opportunities for improvement.

C.
Agreed metrics exist for the end-to-end availability and performance of each critical service.
Data is collected on a regular basis and made available when required.

D.
There is regular data collection of the workload of each service (e.g., transaction volume,
resource utilization). An overall framework or architecture for measurement ensures a standard
approach is used for the measurement of end-to-end services.