Implementing Metrics For It Service Management

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Implementing Metrics For It Service Management

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Author : David Smith
language : en
Publisher: Van Haren
Release Date : 2008-08-08

Implementing Metrics For It Service Management written by David Smith and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-08-08 with Architecture categories.

This book 'Implementing Metrics for IT Service Management' provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL®) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT®) framework and supports ISO/IEC 20000 standards for IT Service Management. This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements. The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book 'Metrics for IT Service Management' also published by Van Haren Publishing.

Metrics For It Service Management

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Author : David Brooks
language : en
Publisher: Van Haren
Release Date : 2006-04-26

Metrics For It Service Management written by David Brooks and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-04-26 with Architecture categories.

Note: This book is available in several languages: Russian, Chinese, English. The ability to organise and measure performance is a key part of the implementation of IT Service Management processes. This publication contains practical information on the provision of useful and meaningful metrics, as well as how best to use them within an organisation, including generic principles (such as SMART and KISS), specific examples and templates for the use of each metricAll metrics discussed are directly related to process objectives, in order to help create a service-focused management system. This publication complements the ITIL, CobiT and ISO20000 service management principles. 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 "Looking for a comprehensive, in-depth exploration and explanation of what metrics to use in your ITSM journey? Then 'Metrics for IT Service Organizations' by Peter Brooks may be exactly what you're looking for. This (new) book not only covers what metrics need to be seriously considered, but explains the 'why' and 'how' behind selecting and defining them, pointing out along the way many of the dangers and pitfalls of selecting the wrong ones; or too many. If you tend to agree that 'what gets measured gets done', then applying the ideas in Peter's book will assist you in getting the right things done." Ken Wendle (FISM) previous President of the itSMF USA, works as a Senior Solution Architect for Hewlett Packard's OpenView Software division Given that itSMF is the source, readers of this book will naturally expect a 'best practices' view on metrics, and a highly practical reference text. More particularly, though, the special merit of the text is its carefulness in stressing that metrics must be both useful and meaningful, and that the meaning comes from the business perspective on IT management processes - a perspective always represented by a stated business objective. By encouraging readers to seriously commit to defining clear business objectives, the text aims the reader at measurement that avoids excess or irrelevance. Malcolm Ryder (CA Architect)

The Definitive Guide To It Service Metrics

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Author : Kurt McWhirter
language : en
Publisher: IT Governance Publishing
Release Date : 2012-08-30

The Definitive Guide To It Service Metrics written by Kurt McWhirter and has been published by IT Governance Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-08-30 with Business & Economics categories.

Learn how to integrate IT service metrics into your business and maximize their usage and effectiveness.

It Service Management Global Best Practices Volume 1

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Author :
language : en
Publisher: Van Haren
Release Date : 2008-04-22

It Service Management Global Best Practices Volume 1 written by and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-22 with Education categories.

A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.

Itil V3 Planning To Implement Service Management

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Author : Colin Rudd
language : en
Publisher: The Stationery Office
Release Date : 2010

Itil V3 Planning To Implement Service Management written by Colin Rudd and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Business & Economics categories.

This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.

Implementing Service And Support Management Processes

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Author : Carrie Higday-Kalmanowitz
language : en
Publisher: The Stationery Office
Release Date : 2005-03-11

Implementing Service And Support Management Processes written by Carrie Higday-Kalmanowitz and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-03-11 with Business & Economics categories.

The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

Implementing Itsm

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Author : Randy A. Steinberg
language : en
Publisher: Trafford Publishing
Release Date : 2014-03-05

Implementing Itsm written by Randy A. Steinberg and has been published by Trafford Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03-05 with Computers categories.

The traditional IT operating model of delivering IT to the business in the form of bundled capabilities and assets is now wearing thin in an age of cloud computing, on-demand services, virtualization, mobile devices, outsourcing and rapidly changing business delivery strategies. The role of IT is rapidly changing from a primary focus on engineering to a primary focus on service integration. How might an IT organization effect this transformation? Finally, there is a book that shows you how! This is not a theoretical treatise but a practical guide that shows you the activities and steps to show results quickly. Learn how to define and build a comprehensive IT service management solution that incorporates process, technology, organization, and governance activities. Discover practical tips and step-by-step approaches for defining your IT Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements, and building your transformation program. Organizations that have already undertaken a transformation to IT service management are finding game-changing results positively received by both business executives and customers of their IT services. Using this book, start your transformation today!

Architecture And Patterns For It Service Management Resource Planning And Governance

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Author : Charles T. Betz
language : en
Publisher: Elsevier
Release Date : 2011-09-23

Architecture And Patterns For It Service Management Resource Planning And Governance written by Charles T. Betz and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-23 with Business & Economics categories.

IT in a World of Continuous Improvement -- Architecture Approach -- Patterns for the IT Processes -- Patterns for the IT Lifecycles -- APPENDIX A: Extended Definitions for the IT Architectural -- APPENDIX B: Fundamentals of Computing for the Business -- APPENDIX C: Production and Services -- REFERENCES -- INDEX.

Implementing Effective It Governance And It Management

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Author : Gad Selig
language : en
Publisher: Van Haren
Release Date : 2015-02-01

Implementing Effective It Governance And It Management written by Gad Selig and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-02-01 with Architecture categories.

This book is a revised edition of the best selling title Implementing IT Governance (ISBN 978 90 8753 119 5).For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material. In all enterprises around the world, the issues, opportunities and challenges of aligning IT more closely with the organization and effectively governing an organization s IT investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organizations. Much has been written and documented about the individual components of IT Governance such as strategic planning, demand management, program and project management, IT service management, strategic sourcing and outsourcing, performance management, metrics, compliance and others. Much less has been written about a comprehensive and integrated approach for IT/Business Alignment, Planning, Execution and Governance. This title fills that need in the marketplace and offers readers structured and practical solutions using the best of the best practices available today. The book is divided into two parts, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment:- Leadership, people, organization and strategy,- IT governance, its major component processes and enabling technologies. Each of the chapters also covers one or more of the following action oriented topics:- the why and what of IT: strategic planning, portfolio investment management, decision authority, etc.;- the how of IT: Program/Project Management, IT Service Management (including ITIL); Strategic Sourcing and outsourcing; performance, risk and contingency management (including COBIT, the Balanced Scorecard etc.) and leadership, team management and professional competences.

Continual Service Improvement

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Author :
language : en
Publisher: The Stationery Office
Release Date : 2007-05-30

Continual Service Improvement written by and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-05-30 with Business & Economics categories.

This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI at a high level and defines its value before describing common methods and techniques. The guidance is written for managers and practitioners at all levels.