IT is a ubiquitous business tool that requires effective management to control quality and costs. As in any type of industrial-strength activity, the predictability of results is paramount. This cannot be achieved without the ability to measure the quality of the output, not just globally, but also aligned with the different management layers of the organization. This white paper explores the three steps to obtain accurate, objective and realistic maturity metrics.

• Step 1: Implement a problem taxonomy in IT operations - Record an extra level of granularity that characterizes the root cause process.
• Step 2: Build a process dependency model - Develop a template for reporting process metrics - externally toward the business and internally within the IT organization.
• Step 3: Implement statistical process control - Define objectives for each process and measure gaps in consistently.

Read this white paper to determine the actual root causes of downtime and take action now.