Metrics for Service Management:

Metrics for Service Management: : Designing for Itil

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Written by the author of Metrics for IT Service Management, the Industry bible, this guide offers information on practical metrics for ITIL and ISO 20000 implementation.
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Product details

  • Paperback | 169 pages
  • 167.64 x 236.22 x 12.7mm | 385.55g
  • Zaltbommel, Netherlands
  • English
  • colour illustrations
  • 9087536488
  • 9789087536480
  • 1,482,416

Review quote

'This publication provides a good, holistic view of the metrics that are useful in a Service Management implementation. It goes beyond the standard operational metricsto provide a more robust approach and introduces some good process measurement to be used in CSI efforts.' -- Phyllis Drucker "Independent Consultant and ex CEO itSMF USA"
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