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Process by which the quality and cost-effectiveness of a service is assessed, usually in advance of a change to the service. Baselining usually includes comparison of the service before and after the change or analysis of trend information. The term benchmarking is usually used if the comparison is made against other enterprises.

ITIL. Glossaries © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce

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baselining

ITIL

IT Infrastructure Library

UK government

best practice

IT infrastructure

IT management

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Office of Government Commerce

baseline

cost-effectiveness

benchmarking