Metrics for IT Service Management

Metrics for IT Service Management : ITSM Library

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This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations. A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations. It also provides specific recommendations for applying metrics across the ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the more

Product details

  • Paperback | 202 pages
  • 170 x 236 x 20mm | 421.85g
  • Van Haren Publishing
  • Zaltbommel, Netherlands
  • English
  • figs.
  • 9077212698
  • 9789077212691
  • 513,493

Review quote

"This is more than a book, it's a practical, useable "A to Z" of IT Service Management Metrics!...I don't carry many books around with me, this one, I most certainly will!!" -- Ian Clark "Principal ITSM Consultant Foster-Melliar"show more

Table of contents

From the contents:§Foreword§Acknowledgements§Introduction§1 What are metrics all about?§2 Why Metrics?§3 Where to use metrics§4 Who should use metrics§5 How to use metrics§6 Metric Design§7 Practical Metric Production§8 Specific Metrics for IT Service Management§9 Integrating Metrics§10 Implementing Metrics§11 Continuous improvement with metrics§A Metrics for Incident Management§B Service Desk metrics§C Metrics for Configuration Management§D Metrics for Change Management§E Metrics for Release Management§F Metrics for Operations Management/ICT Infrastructure Management§G Metrics for Service Level Management§H Metrics for Problem Management§I Metrics for Financial Management for IT services§J Metrics for Capacity Management§ K Metrics for IT Service Continuity Management§L Metrics for Availability Management§M Metrics for Security Management§N Business Perspective metricsshow more