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Measuring Success


Measuring Success


Mark Sykes


Fox IT Ltd


Service Management


This paper looks at how the success of service improvement projects can be measured in real terms, and provides the reader with ideas on how they can show that real benefits are being delivered.  This includes the following areas: process maturity assessment; customer satisfaction surveys; the availability of services; the volumes of incidents and failed changes; and how to show a return on investment in financial terms.
Some of the ideas in this document can be used by an organisation to help put together a business case in order to garner the investment required to implement an improvement project, whilst at the same time some or all of the measures contained within the paper can provide a useful baseline and hence utilised to show progress over a period time.



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