Service Monitoring

In order to gauge the range of balance or imbalance, the key is monitoring the health of services. If we think of the compass needle that indicates positional movement, we can establish parameters for monitoring the movement that are tied to triggers. Each parameter will have a threshold, beyond which the need for action arises. In ITSM terms, this equates to service monitoring, which is a crucial part of maintaining balance.

This is a good point to introduce the concepts of proactive and reactive service management activities. Using the partner compass along with service metrics, which we have previously discussed, is a great way to identify activities that can predict and respond to fluctuations in service quality.