Metrics For It Service Management
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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)
Measuring Itsm
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Author : Randy A. Steinberg
language : en
Publisher: Trafford Publishing
Release Date : 2013-12-04
Measuring 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 2013-12-04 with Computers categories.
How do you measure and report your IT services and processes? Which metrics matter the most to senior executives? Finally, here is a book that shows you how! Not theory, but a practical guide that shows you the operational metrics to use and how these can be calculated into key performance indicators (KPIs) and critical success factors (CSFs) that resonate with senior management. In this book, you will learn about the following: Defining and building a comprehensive metrics program Metrics that are the most important and how to calculate them How to measure your IT services Tips and suggestions for what to do if inadequate tools and reporting exist Suggested approach for how to build your metrics program step-by-step In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use yourself. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! A comprehensive guide for building any service management metrics program with all the information you need in one place! No theory here . . . this gives us real metrics we can easily go after. A fantastic addition to our IT service management solution set!
Metrics For Service Management
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Author : Jan Schilt
language : en
Publisher: Van Haren
Release Date : 2020-06-10
Metrics For Service Management written by Jan Schilt and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-06-10 with Architecture categories.
This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
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.
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.
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.
A Practical Guide To Service Management
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Author : Keith D. Sutherland
language : en
Publisher: Packt Publishing Ltd
Release Date : 2023-10-13
A Practical Guide To Service Management written by Keith D. Sutherland and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-10-13 with Computers categories.
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
It Service Management
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Author : Ernest Brewster
language : en
Publisher: BCS, The Chartered Institute for IT
Release Date : 2012-05-08
It Service Management written by Ernest Brewster and has been published by BCS, The Chartered Institute for IT this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-05-08 with Business & Economics categories.
ITIL(R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL to Foundation Exam candidates and offers a practical understanding of IT service management. The new edition is fully updated and contains several additional processes. An ITIL(R) licensed product.
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.
Site Reliability Engineering
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Author : Niall Richard Murphy
language : en
Publisher: "O'Reilly Media, Inc."
Release Date : 2016-03-23
Site Reliability Engineering written by Niall Richard Murphy and has been published by "O'Reilly Media, Inc." this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03-23 with Computers categories.
The overwhelming majority of a software systemâ??s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Googleâ??s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. Youâ??ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficientâ??lessons directly applicable to your organization. This book is divided into four sections: Introductionâ??Learn what site reliability engineering is and why it differs from conventional IT industry practices Principlesâ??Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practicesâ??Understand the theory and practice of an SREâ??s day-to-day work: building and operating large distributed computing systems Managementâ??Explore Google's best practices for training, communication, and meetings that your organization can use