Some organizations, when defining KPIs, use the specific, measurable, achievable, relevant, and time-bound (SMART), model. There are many ways to leverage SMART depending on the situation.
Success factors are often aspiring, which leads the organization to go beyond mere acceptance. In these cases, KPIs are used to measure progress towards the desired state, and KPIs are aimed at moving in the right direction. Other KPIs in nature may be binary: either reached or not. Organizations must determine which approach or combination of approaches is appropriate on each occasion.
About the author
As an IT Service Management trainer, consultant and line manager with over 25 years of experience in IT, Marcel has performed strategic and tactical assignments in a wide variety of areas. For the ITIL 4 update, Marcel has been part of the ITIL 4 Lead Architect Team and Review Team at AXELOS. Through his association with AXELOS, Marcel comprehends the background, the architecture, and the underlying reasons of the ITIL 4 update.