Service Measurement is a defined process in the Continual Service Improvement (CSI) volume of the new ITIL v3.
Service Measurement is a clear indicator that organizations now think beyond the physical infrastructure when it comes to delivery of IT Services. There is now a requirement to measure at the physical, service and systems levels.
Service Measurement needs to consider three elements when it comes to measuring services:
Each of these elements is described in greater detail in the Service Design volume of ITIL v3 (Availability Management and Capacity Management).