Metrics for IT Service Management - Softcover

Peter Brooks

Softcover

ISBN 10: 9077212698 ISBN 13: 9789077212691

Publisher: Van Haren Publishing, 2006

Synopsis

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 recommendations.

About this title

From the Publisher:

Published on behalf of ITSMF NL

Review:

If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it --G. Kieliszek, Healthcare CIO (Amazon)

'This is more than a book, it's a practical, useable A to Z; of IT Service Management Metrics! Peter Brooks (Author) has given us all a crystal clear view of a neglected, blurred piece of the IT Service Management puzzle. As a Principal ITSM Consultant working for Foster-Melliar in South Africa I am continuously disappointed by the many ITSM books produced that generally regurgitate what is already known by many in the industry. Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of 'How' to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective. I don't carry many books around with me, this one, I most certainly will!!' --Ian Clark Principal ITSM Consultant Foster-Melliar

'With all the focus on IT Governance and IT Business process management. It is easy to see why metric are becoming hugely important for the management of organisations. In reality however, getting the right set of metrics in place is by no means a simple exercise. Metrics for IT service organisations can be a great help. Using ITIL as the basis the book lists many useful examples of metrics. But what is more important, is that it gives us insight into to creation of 'good' metrics and the dangers of 'bad' metrics.' --Emma Speakman IT BPM consultant SA/NL/UK

About this edition

• Publisher: Van Haren Publishing
• Publication date: 2006
• ISBN 10: 9077212698
• ISBN 13: 9789077212691
• Binding: Paperback
• Number of pages: 208