Metrics For 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.
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.
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.
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.
The It Service Management Foundation Exam Guide
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Author : Michael Scarborough
language : en
Publisher: Resulta Group LLC
Release Date : 2010-12-10
The It Service Management Foundation Exam Guide written by Michael Scarborough and has been published by Resulta Group LLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-12-10 with Business & Economics categories.
The IT Service Management Foundation Exam Guide is a practically oriented guide to passing the ITIL v3 Foundation exam. It is designed to work as a supplement to an instructor-led training class or as a tool for self-study.
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.
It Service Management Based On Itil 2011 Edition
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Author : Pierre Bernard
language : en
Publisher: Van Haren
Release Date : 2014-10-01
It Service Management Based On Itil 2011 Edition written by Pierre Bernard and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-01 with Architecture categories.
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 the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor. The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations. This title covers the following: Introduction to the Service Lifecycle Lifecycle phase: Service Strategy Lifecycle phase: Service Design Lifecycle phase: Service Transition Lifecycle phase: Service Operation Lifecycle phase: Continual Service Improvement New, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book. Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management. Kevin Holland, Service Management Specialist, NHS Pierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners. Claire Agutter, ITIL Training Zone
Service Management For Dummies
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Author : Judith S. Hurwitz
language : en
Publisher: John Wiley & Sons
Release Date : 2009-05-11
Service Management For Dummies written by Judith S. Hurwitz and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-05-11 with Computers categories.
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma