It is important to remember that there are three types of metrics that an organization will need to collect to support CSI activities as well as other process activities.
Technology metrics: These metrics are often associated with component and application based metrics such as performance, availability soon.
Process metrics: These metrics are captured in the form of critical success factors (CSFs), KPIs and activity metrics for the service management processes. They can help determine the overall health of a process. KPIs can help answer four key questions on quality, performance, value and compliance of following the process.
CSI would use these metrics as input in identifying improvement opportunities for each process.
Service metrics: These metrics are a measure of the end-to-end service performance. Individual technology and process metrics are used when calculating the end-to-end service metrics.
In general, a metric is a scale of measurement defined in terms of a standard, i.e. a well-defined unit.
Metrics are a system of parameters or ways of quantitative assessment of a process that is to be measured. Metrics define what is to be measured.
Metrics are usually specialized by the subject area, in which case they are valid only within a certain domain and cannot be directly bench marked or interpreted outside it. However, Generic metrics can be aggregated across subject areas or business units of an enterprise.