During the life of the Service Engagement, Service Measurements will give information on quality and performance of the management and delivery processes. Periodically capturing and assessing of the Service Measurements of the management team and delivery teams is an important tool for being in control. The Engagement Manager must validate the accuracy and integrity of data that is received and bring in corrections in case of gaps/issues. Many times, raw data can be received and may need to undergo further transformation (like grouping, normalizing, correlating) before it can be analyzed.

Whenever the defined level for Service Measurements are not met, the Engagement Manager, when required, must take appropriate corrective actions and/or define service improvements and ensure that these actions and/or service improvements plans are followed up and reviewed on a regular basis until the Service Measurements meet the agreed level or targets again.

Service measurements as well as its collection and analysis techniques should be evaluated and taken up for further refinement based on the scope and nature of the engagement