Predecessors/Before You Begin

ITIL recommends setting Critical Success Factors (CSFs), Key Performance Indicators (KPIs), metrics, and measurements for processes and services. Metrics are used throughout ITIL's Service Lifecycle but they have particular importance to Continual Service Improvement.

Metrics

Continual Service Improvement recommends a connection from an organization's vision into metrics through the following continuum:

• Vision
• Mission
• Goals
• Objectives
• Critical Success Factors (CSFs)