1. Why measure ? To identify current and planned future state To measure achievement of improvements, changes, or plans To measure progress towards goals or objectives To support business decisions To drive behaviours To understand how well services are meeting customer needs/expectations To identify opportunities for improvement |
Output/outcome:
Measuring people:
Setting performance goals:
2. Culture of continual improvement
Everyone knows that continual improvement is a good thing but it is only effective when it is embedded in the culture:
Key people often drive continual improvement: what happens when they leave ? Great organizations embed continual improvement in their culture:
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Consider organizational change management to build great culture
Go back to ITIL 4 Managing Professional Certification Course: Create, Deliver and Support (CDS) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.
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