Steer clear of a rushed "massive bang" tactic - Go for a phased method, starting up with a certain company operate or capability shared throughout all capabilities. Understand from smaller groups to profit the wider implementation. To ensure the ITSM process moves forward

A great example of a consequence vs. a metric could be resolution and reaction time. Resolution time is an important desired consequence that Aid helps to realize for their clients As well as in this instance, resolution time could be the lagging indicator. The similar metric (or main indicator)