You can’t know whether or not you are successful unless success is defined and tracked. With a clearly established metric for success, you can quantify progress and adjust your process to produce the desired outcome. Without clear objectives, you’re stuck in a constant state of guessing. I have created a tool helping you to measure all your ITIL processes over a longer period of time. It contains KPI’s for the IT management and critical success factors and a security view for the executive and board management.