2 Comments on “what are the four reasons to monitor and measure?”

1. Michael McNeil says:

   May 29, 2014 at 4:04 am

   Page 77 Continual Service

   4.3.10 Using measurement and metrics
   Metrics can be used for multiple purposes such as to:
   ■ Validate – are we supporting the strategy and vision?
   ■ Justify – do we have the right targets and metrics?
   ■ Direct – based on factual data, people can be guided
   to change behaviour
   ■ Intervene – take corrective actions such as identifying
   improvement opportunities.
   Service measurements and metrics should be used to drive
   decisions. Depending on what is being measured the
   decision could be a strategic, tactical or operational
   decision. This is the case for CSI. There are many
   improvement opportunities but there is often only a
   limited budget to address the improvement opportunities,
   so decisions must be made. Which improvement
   opportunities will support the business strategy and goals,
   and which ones will support the IT goals and objectives?
   What are the Return on Investment and Value on
   Investment opportunities? These two items are discussed
   in more detail in section 4.4.
   Another key use of measurement and metrics is for
   comparison purposes. Measures by themselves may tell
   the organization very little unless there is a standard or
   baseline against which to assess the data. Measuring only
   one particular characteristic of performance in isolation is
   meaningless unless it is compared with something else
   that is relevant. The following comparisons are useful:
   ■ Comparison against the baseline
   ■ Comparison against a target or goal
   ■ Comparison with other organizations – be sure to
   understand that the strategy, goals and objectives of
   other organizations may not be in alignment with
   yours so there may be driving factors in the other
   organization that you don’t have or it could be the
   other way around
   ■ Comparison over time such as day to day, week to
   week, month to month, quarter to quarter, or year to
   year
   ■ Comparison between different business units
   ■ Comparison between different services.
   Measures of quality allow for measuring trends and the
   rate of change over a period of time. Examples could be
   measuring trends against standards that are set up either
   internally or externally and could include benchmarks, or it
   could be measuring trends with standards and targets to
   be established. This is often done when first setting up
   baselines.
   A minor or short-term deviation from targets should not
   necessarily lead to an improvement initiative. It is
   important to set the criteria for the deviations before an
   improvement programme is initiated.
   Comparing and analysing trends against service level
   targets or an actual Service Level Agreement is important
   as it allows for early identification of fluctuations in service
   delivery or quality. This is important not only for internal
   service providers but also when services have been
   outsourced. It is important to identify any deviations and
   discuss them with the external service provider in order to
   avoid any supplier relationship problems. Speed and
   efficiency of communication when there are missed
   targets is essential to the continuation of a strong
   relationship.

2. RC says:

   January 7, 2015 at 6:53 pm

   Continual Service Improvement

   3.7.2 Value to business

   Basically, there are four reasons to monitor and measure:

   To validate – monitoring and measuring to validate
   previous decisions

   To direct – monitoring and measuring to set direction
   for activities in order to meet set targets. It is the most
   prevalent reason for monitoring and measuring

   To justify – monitoring and measuring to justify, with
   factual evidence or proof, that a course of action is
   required

   To intervene – monitoring and measuring to identify
   a point of intervention including subsequent changes
   and corrective actions.