This tool is a simple spreadsheet tool that can be used for a variety of measurement and reporting purposes. The model can be used as a starting point to identify key metrics that can be used to measure and monitor the health and state of your ITSM processes. It can also support justification of an ITSM improvement initiative by modeling desired target future state improvements expected to occur and can act as a means for demonstrating the impacts and effects of current ITSM practices.
- A means for modeling future business decisions to assess their impact and risk to ITSM activities if those decisions were to take place.
- A means for modeling the breaking point at which the quality of ITSM practices becomes untenable.
In short, this tool may be used to support ITSM reporting and to model the impact of changes to the IT infrastructure or future business decisions.
Instructions PDF: Tool Instructions.pdf
The ITSM Metric Modeling Tool: ITSM Metrics Model.xls