Integrated Measurement - Kpis and Metrics for Itsm: A Narrative Account - Paperbackby Daniel McLean (Author) Understand Metrics and KPIs for IT Service Management When companies look to identify opportunities for improvement, they often turn to Key Performance Indicators (KPIs) to measure their current performance in achieving business strategies and objectives. There is a common misconception, however, that KPIs are simple measurements that are easy to create, and that the mere act of this measurement will cause people to change