A Qualitative Case Study Identifying Metrics for ITIL Request Fulfillment Process: Perspectives of an Information Technology Service Provider Group

Abstract

Without metrics, the quality and effectiveness of the IT services cannot be measured or managed. This study examined the request fulfillment process of an IT service provider group, identified that group’s perceptions of the most important metrics of the process, and created dashboards to display those metrics. Results found 12 metrics perceived by the group as most important. Three dashboard pages were created using iDashboards. This study should be meaningful to a growing number of IT practitioners because it addressed metrics, measurements, and evaluation of IT processes on which very little previous empirical work has been conducted.