Metrics for IT Service Management

ITSM Library

By: Peter Brooks, itSMF - The IT Service Management Forum, Jan Van Bon, Tieneke Verheijen

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Paperback | 4 April 2006

At a Glance

Paperback
208 Pages

Dimensions(cm)
24.18 x 17.07 x 1.42

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$115.75

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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.

Industry Reviews

"This is more than a book, it's a practical, useable "A to Z" of IT Service Management Metrics!...I don't carry many books around with me, this one, I most certainly will!!" -- Ian Clark "Principal ITSM Consultant Foster-Melliar"

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