Metrics are measurements that are used to evaluate the effectiveness of IT service management processes. For example, a metric could measure the effectiveness of the incident resolution process by calculating how long it takes to resolve an incident.

Many metrics for service management will be available through reports generated by the ITSM tool. For example, to find the number of incidents that were created over a period of time, we will be able to produce a report that counts the number of incidents created between the start and end dates of the period.

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