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ITIL 4 Managing Professional Certification Course: Create, Deliver and Support (CDS) - Results based Measuring and Reporting

1. Why measure ?

To identify current and planned future state

To measure achievement of improvements, changes, or plans

To measure progress towards goals or objectives

To support business decisions

To drive behaviours

To understand how well services are meeting customer needs/expectations

To identify opportunities for improvement

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Output/outcome:

  • Output: an output is a tangible or intangible deliverable of an activity
  • Outcome: an outcome is a result for a stakeholder enabled by one or more outputs

Measuring people:

  • Results‐based measuring is the easiest way to translate strategic objectives into measured actions
  • Must have the skills and abilities needed to complete required work and selfmonitor their performance and correct performance errors
  • Motivates people to improve, allows autonomy on how to deliver the results (lifelong learning)

Setting performance goals:

  • Meet face-to-face to discuss and agree goals
  • Make sure goals are suitable for the individual
  • Ensure goals are specific, measurable and documented
  • Define goals for each organization, function, team, employee (link each team goal to organization goals or service goals)
  • Align goals with customer needs and work activities
  • Use both qualitative and quantitative goals
  • Monitor goals and adjust them if they are not realistic or the situation changes (guiding principles: progress iteratively with feedback)
  • Good goals help you measure the impact of changes and improvements

2. Culture of continual improvement

Everyone knows that continual improvement is a good thing but it is only effective when it is embedded in the culture:

  • It doesn’t happen by itself
  • A continual improvement register and a process for managing improvements will not make it happen

Key people often drive continual improvement: what happens when they leave ?

Great organizations embed continual improvement in their culture:

  • Transparency and trust
  • Management by example
  • Expectation of continual improvement
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  • Active encouragement of positive behaviours in recruitment, onboarding, meeting culture, language, taxonomy…
  • Marketing and celebration of success
  • Clarity on continual improvement process, tools, decision‐making…

Consider organizational change management to build great culture

Go back to ITIL 4 Managing Professional Certification Course: Create, Deliver and Support (CDS) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.

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