ABSTRACT
Service delivery is about outcomes. Outcomes are often confused with operational information. že uptime of a system does not indicate that the business is fully operational with IM/IT. že uptime of a system is an output measurement. An IM/IT infrastructure is very complex. For the front-line workers, they only see their input device. žat device could be a laptop, desktop, hand-held, or terminal. If they cannot get the right information at the right time, they cannot do their job. že failure of one component in the infrastructure means the right information is not available to the right person at the right time to complete the task. žat is the measurement we must measure. Until the service is back in full operation and they have fully recovered from an outage, we are not measuring the right outcome, and measurements like server uptime are meaningless unless presented as an input to service delivery outcomes.
