Metrics and Measurement
Metrics and measurement play a crucial role in IT service management (ITSM); indeed, they form the basis for ongoing improvement
Metrics and measurement however, are often confused with each other and sometimes described as the same thing.
For clarity, the attached document (PDF) defines metrics, critical success factors (CSFs), and key performance indicators (KPIs). In addition, this document also helps kick-start how various metrics and measurement can be applied to practices/processes by providing some suggested metrics for operations.