CSFs and KPIs across the Service Lifecycle: Measuring Service Strategy
Service Strategy is an important stage in the ITIL service lifecycle. This stage directs all other stages for business value. Without focus on this area, many organizations end up doing too much, too little or just not the right things for business value. Key to doing the right things is being metric rich in decisions for organizational strategy.
In this session, we will evaluate Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the strategy process areas of:
- Portfolio Management
- Demand Management
- Financial Management
- Business Relationship Management
- Strategy Management
ITSM Best Practice Director, Samanage
Anthony has 30 years of experience in various IT strategy, managerial, consulting and advisory positions. He is also one of the authors of “ITIL Lifecycle Suite, v3 Edition 2011”, author of “ITIL Managing Across the Lifecycle (MALC),” and other publications as well as a senior examiner for “ITIL Lifecycle Suite, v2 and v3, Edition 2011” and Cyber-Resilience certification examinations.