Know your Metrics
Everybody knows that a good metric is not only those that properly measures and evaluates the effectiveness of the IT service management processes but those that, additionally, is frequently read and understood by people.
Because of this, the ServiceNow Community strongly recommends to fully understand what we are trying to achieve through metrics use and what they really mean for the organization.
Another important recommendation consists in taking a business-driven approach, which means that metrics must look beyond the delivery of IT or IT services and don't just measure the easy stuff. In this sense, robust metrics hierarchy is key in an effective IT metrics design, in which the context between different metrics is crystal clear.
At www.sintesys.us you can find an expert team of ServiceNow consultors that can help you to identify and implement IT key metrics for your business and maintain the metrics hierarchy updated through time.