Question

What are process metrics and service metrics? Explain why service metrics are easier to collect and potentially more accurate than process metrics.

Answer 1

Process metrics :

It is the standard measurement which is used to evaluate, record and benchmark the performance of an IT company or of a business processes. This is commonly used to evaluate performance in operational processes. The are also called as KPIs i.e key performance indicators., which gives how a process performs and reflects the feedback of business goals.

Service metrics :

This is the measurement which provides the quantifiable information about the service performance or it's progress.

• Process metrics has to be very detailed and very particular, because this measurement has to analyse the business processes. This is not an easy task because it includes many changes in the processes as time passes. As processes changes, it is not easy to analyse, evaluate and record the performance of business processes.
• But in the case of service metrics, it uses the help of process metrics to give information on service. From the quantifiable information which is obtained from process metrics, service metrics will analyse the service performance. So this will be not difficult to evaluate.

Hence, due to above reasons, service metrics are easier to collect and has more potential than the process metrics.

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