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    Process Compliance Metrics

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    Satish Kumar

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    Process Compliance Metrics

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    115 views3 pages

    Process Compliance Metrics

    Uploaded by

    Satish Kumar

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    © All Rights Reserved
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    Process Compliance Metrics

    10 January 2016 by Robert Falkowitz 5 Comments

    Process Metrics are Key


    It is well known that ITIL® describes four types of process metrics:
    process efficiency, process effectiveness, process progress and process
    compliance [see, in particular, the discussion in Service
    Design, §3.7.5]. However, given the ambiguities of this terminology,
    it is not always evident to débutants how these types may be
    characterized and used. If efficiency and effectiveness are relatively
    easy to understand, progress and compliance are less easy to
    comprehend. Because a good understanding of metrics is a key
    underpinning of good management, it is worth looking at what these
    types really imply. In this article, I will discuss process compliance.

    Process Compliance as a Metric Type


    ITIL describes the process compliance metric type as

    Compliance of the process to governance requirements, regulatory


    requirements and compliance of people to the use of the process.

    Hiding behind this all too brief enumerative description is a very wide
    array of controls concerning different life cycle phases and widely
    varying types of governance. We may eliminate the problem of using
    a term to define itself and generalize the description of the process
    compliance metric as:

    The definition of how to measure the respect by a process of the


    controls placed on it.
    Fig. 1: Process compliance refers to
    controls in several layers.
    The controls might be external to the service provider organization,
    such as governmental regulations or industry standards. They might be
    internal to the service provider organization, but external to the
    process itself. And they might be controls that are internal to the
    design of the process itself. And, as we shall see, we may assess the
    definition of the process as well as the execution of the process.

    Given this definition, we see that the list of “controls” provided by


    ITIL consists, first of all, of an active agent that truly control a
    process (the process owner); next, of the references the controller
    uses to perform the controls (policies, objectives, documentation); and
    finally the measurements that are compared to the reference values
    (feedback). Missing from ITIL’s list are the technical agents that may
    control a process autonomically (typically, software tools); the
    measurements of the process activities themselves (and not just the
    output); the measurement of the inputs (whose volume can be
    compared to the volume of outputs); and the assessment of the
    outcomes at the process’ customers that were fostered by using the
    process. These outcomes may indicate if the objectives of the process
    were appropriately defined.
    Fig. 2: Flow of information in the control of processes (tuning and
    improvements not indicated)¹
    Compliance and Conformity
    Living in an age of semantic lassitude, we should clarify what we
    mean by “compliance”, in an effort to overcome the indolent
    indifference to the meanings of words that characterizes so many
    people. Too, many organizations have developed idiosyncratic uses of
    the term “compliance”, leading to divergent understandings of what it
    means. It is worth distinguishing compliance from conformity as a
    way of clarifying our understanding.

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