Metrics for Cognitive Management of IT Services

The article presents metrics for managing IT services in a service-oriented architecture of the information system. Cognitive management of the effectiveness of IT services is considered on a variety of ICT infrastructure management metrics, information system management metrics, IT service management metrics. The necessary components of the formation of an analytical platform for the cognitive management of IT services in the EIM environment for SAP BI (Business Objects Business Intelligent) are considered. A model of cognitive management of IT services using key performance indicators (KPIs) for managing IT service metrics is presented.