The 'what' and 'how' around measurement.
We discuss the 'what' and the 'how' of measuring the SMS.
As implementation practitioners, process owners, consultants, trainers and auditors, we often face questions of what and how around measurement.
ISO/IEC 20000-1 has been written specifically to define the ‘what’
(requirements) but not the ‘how’. The ‘how’ is found in other documents (e.g., ISO/IEC 20000-2, ISO/IEC 20000-5)
But even after examining those documents, JTC1/SC40/WG2 experts felt there was still something “lacking,” so a task group was formed to explore measurements and how the experts should address the gaps in guidance on this subject.
This paper is a summary of what we found, and we are asking the readers of this document to tell us what you think the next steps should be.
Please select this link to learn more: Measurement White Paper