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Measuring successful ITSM


Success of Real ITSM implementation is measured in terms of the number of Real ITSM activities and functions implemented, where successful implementation is defined as compliance assessed against Real ITSM.
That is, assess the compliance against the Real ITSM model before implementing Real ITSM, then assess it again after implementing Real ITSM. If implementing Real ITSM has increased the [compliance], then the Real ITSM project must have been successful.
On no account should any metrics from an organisational perspective (nor any metrics not defined in terms of Real ITSM) be allowed to creep in

Introduction to Real ITSM page 100

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