Patent ID: 8407080

Claim:
A method for managing performance of an information technology service delivery process, the method comprising the steps of: a computer collecting a first plurality of actual measurement values of key performance indicator metrics of the information technology service delivery process while an information technology service is being delivered to a customer; the computer changing the information technology service delivery process at a preset time, wherein the changing comprises making a preset change in order to enable the information technology service delivery process to meet a set of performance objectives; after the step of the computer changing the information technology service delivery process, the computer collecting a second plurality of actual measurement values of the key performance indicator metrics while the information technology service is being delivered to the customer; the computer generating a process behavior graph having an x-axis that represents time and a y-axis that represents a range of measurement values, wherein the computer generating the process behavior graph further comprises: the computer plotting the first plurality of actual measurement values on the process behavior graph in a first time interval that starts at a first representation of a first time and ends at a preset representation of the preset time to form first plotted values; the computer plotting the second plurality of actual measurement values on the process behavior graph in a second time interval that starts at the preset representation of the preset time and ends at a second representation of a second time to form second plotted values; the computer including a continuous data line on the process behavior graph that connects the first plotted values and the second plotted values; the computer including a performance target line on the process behavior graph from the first representation of the first time to the second representation of the second time, wherein the performance target line indicates a minimum acceptable level of performance of the information technology service delivery process; and the computer including a change point on the process behavior graph at the preset representation of the preset time; and the computer displaying the generated process behavior graph to a user.