ABSTRACT
IT is measured both by the services it delivers and by the cost of those services. IT organizations need to have defined services, service levels, and measurements to track performance. žis area is one of constant change as new technologies and business methods evolve. žerefore, the identification, collection, and application of metrics may change constantly. žese changes have to be reflected against the baseline to help management understand the impact on control structure and architecture. As discussed in Chapter 9, IT is responsible for delivering services in support of the organization’s objectives. žis chapter discusses how to define services that meet organizational objectives and how to measure performance of IT services.
