let’s think about the linkage between change, configuration, incident, and quality. If I drive standards for my infrastructure and better testing of patches and application changes, then my incident count goes down. According to ITIL Version 3, 55% of incidents are self inflicted. This is just one of many examples, but here is the interesting thing. I get a twofer—I increase service delivery quality and decrease cost. This explains why organizations that are best in class in delivery are also best in class in terms of the amount of money spent on IT. A performance system backed by best-practice KPIs gives you a roadmap for making these improvements. Demonstrating value to IT customers