Performance Measurements: Are they Valuable in IT Service Design Design?
When designing IT services, performance measurements are a key principle to consider according to ITIL certified online courses. These designs are made during the ITIL Service Design phase, which follows on from the Service Strategy stage.
Existing processes must be able to support, operate and manage new or modified services when designing new ITIL processes. Similar to the design of new services or updating existing service providers, these updates and new services must be in compliance with other processes within the organization. As explained in ITIL online training, performance measurements will help determine if a service is compliant with the functionalities it was designed within the scope of other processes that interact with it.
If the performance measurements reveal that the new service is not in compliance, there will be a conflict between new services or updates and existing processes. This could severely impact the organization’s service delivery. The conflict must be resolved so that performance measurements can show that the new process is efficient and effective within its environment. New services that are compliant with existing services will be cost-effective and efficient, creating value for the company.
What role do they play in detecting incompatibility among services?
If the existing processes of an organization are not capable of operating, supporting, or managing the new or modified services, then either the service design should be changed or the capabilities of existing processes should be expanded in order to support the new or altered services. Inoperable processes and services won’t produce effective and efficient outputs for service providers, according to performance measurements.
This applies to all service management processes and not just the one at the service design stage. If performance measurements reveal that other processes in the service lifecycle are inconsistent with the new or modified services, the services should either be revised or the capabilities of the non-compliant process should be improved to support these new services. This will ensure that any new or modified services are seamlessly integrated into the existing service environment.
Design of performance measures
Every organization has its goals and objectives. All services that are created, operated or retired must be in line with these goals and objectives. These business objectives and goals are achieved through the development or modification of services. IT strategies are created to achieve these business objectives. This is done in the ITIL Service Strategy phase of the ITIL service cycle. The service design phase of the ITIL service lifecycle is where the identified services are designed. When implementing strategies, designing new service or updating existing services, it is important to measure performance periodically to ensure that the outputs are productive and that the results will meet the organization’s business goals and objectives. If the performance measurements reveal that the targets are not being met, designers should go back to the drawing boards to correct the mistakes.
Types of performance measurements
These performance measurements are used to verify different objectives.
Customer satisfaction is key to generating revenue and repeat business.
Process performance: These measures ensure that services run efficiently and provide value to customers
Innovations: Innovations keep an organization ahead in the market
Financial figures: At the end, new services are and will continue to be a major source of revenue.