The world record for the 100 meter dash is 9.58 seconds. The world record for the mile is 3 minutes 43 seconds. The record for running a marathon is 2 hours and 3 minutes. The 100 meter freestyle swimming record is 44 seconds. The world land speed record is 760 miles per hour (1223 KmH). And the list goes on and on. So what do these records have to do with ITSM? First these records are metrics: results of measurements. They measure the performance of processes (structured steps or actions undertaken to achieve an objective) and indicate the level of performance of people and vehicles doing the process. Second these data points reveal the myth of metrics. This myth is the belief that a person or organization can pick a data point or metric (desired result) before doing a process and through sheer willpower or force of action achieve that point. For example a person could not pick a time such as one (1) hour and say they are going to run a full length marathon in one hour. The only w