http://blogs.technet.com/b/mscom/archive/2007/05/23/mscom-service-management-how-to-use-metrics-to-transform-the-business.aspxAn example of a measured change In our first two articles we highlighted the importance of measurements and why opportunities identified in this manner many times face an uphill battle . To continue the thread of “Service Management in the real worlden-USTelligent Evolution Platform Developer Build (Build: 5.6.50428.7875)