From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Garbage in, garbage out
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Garbage in, garbage out
- [Instructor] I know this is a pretty obvious point to start out on and it might seem like a well worn cliche, but it is a critical component to consider when looking at any reporting. In the previous section we looked at how data underpinned everything we want to achieve from monitoring our service management environment. With this in mind, the individual data points are a critical foundation for all knowledge we wish to extract and something we have to get right before we can be confident that any outcome of our monitoring and metrics is accurate. It is important to capture the data points that will make up the basis of the reports we wish to create. So a lot of thinking needs to go into what we want report on before we can play out what data we need to capture. We will look at why we are reporting and monitoring and we'll also look deeper into common metrics used in future sections of this course. But for now, let's look…
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