ITILv3 - Day 21

Continual Service Improvement: Role of Measurement

Measurements are the actual readings of a specific metric.

In CSI (as well as all processes), measurements are used for four reasons:

1 - Validate (actions already taken)
OK
2 - Direct (activity)
OK
3 - Justify (a course of action)
OK
4 - Intervene (when necessary)

The reasons why measurments are important are pretty obvious. No comments are necessary about day 21.
As I said in the beginning, ITIL is the science of the obvious.