Does ITIL v3 give some sample reports and metrics that can be implemented or followed?
Yes. Table 4.11 of the Continual Service Improvement book, for example, provides some sample key performance indicators (KPIs) for different service management processes. There are also various templates and checklists throughout the book, especially in the appendix section of each book. Expect to see more detailed and specific guidance on the application of ITIL when complementary guidance is released by the official ITIL bodies. Kathryn Pizzo is a senior consultant at Pultorak & Associates Ltd. in Seattle.
