ITSM Metrics That Matter

Resistance to measuring is real, but why? It seems everyone talks about measuring our daily activities, but do we truly take action on that or do we talk about it mostly? Here is a funny presentation on metrics that matter:  ITSM Metrics That Matter

Everyone talks about measuring our daily activities, but do we truly take action?

Some reasons why there is resistance:

 “We know what’s good for the business and prefer to operate without validating our value. 

“We expect the tools to tell us what to measure and if we can’t be perfect we can’t be responsible…”

 ”We prefer to keep our management totally blind about what we are doing…”