Implementing an ITIL-Based IT Service Management Measurement System

The IT Infrastructure Library (ITIL) provides guidelines for IT service providers how to design, manage and support IT services. ITIL is the most widely used IT service management framework. It consists of best practices that can be used in implementing, for example service support processes, such as incident management and problem management. Although ITIL includes a wide list of process metrics, it does not provide sufficient information how IT service management process measurements should be done in practice. The research problem in this paper is how the measurement of the IT service support processes can be improved? In this paper, an ITIL-based IT service management measurement system (ITSM-MS) and its implementation project are presented. The ITSM-MS can be used to measure the performance of IT service support processes. The ITSM-MS was developed in cooperation between MaISSI (Managing IT Services and Service Implementation) research project and an IT service company in Finland.