The Definitive Guide to IT Service Metrics

SKU: 147

Authors: Kurt McWhirter and Ted Gaughan
Publishers: IT Governance Publishing

Format: Adobe eBook
ISBN13: 9781849284066
Pages: 311
Published: 30 Aug 2012
Availability: Always Available

Format: Adobe ePub
ISBN13: 9781849284073
Pages: 311
Published: 30 Aug 2012
Availability: Always Available

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Buy this book and learn how IT service metrics can help you:

Ensure economical use of resources through greater understanding of current performance.
Identify areas for improvement and drive change within the organization.
Save money with more efficient use of resources.

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Description

IT service metrics: Manage them. Measure them. Make them work for you.

Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business? Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. The book encourages readers to design and create their own metrics to bring even more value to their business and explains how to do this.

Based on ITIL^® and other service management frameworks and standards

Up to date, based on the ITIL^® framework, as well as COBIT®, PMI®, ISO/IEC 20000 and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you:

How to integrate metrics into your business
What to consider when gathering and reporting information
How to maximize the use of metrics to ensure value for money from the system
How to secure and protect your company's metrics

Contents

Introduction
Using Metrics
Service Strategy Metrics
Service Design Metrics
Service Transition Metrics
Service Operation Metrics
Additional Metrics

About the Author

Kurt McWhirter has more than 30 years' experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL Expert and ISO/IEC 20000 Consultant and is an ITIL Trainer accredited with EXIN® and APMG® for all ITIL 2007/2011 courses.

Ted Gaughan has more than 25 years' experience in business/technical strategic development, programme/project management, and IT engineering and operations management. He is a certified Project Management Professional (PMP®), Process Design Engineer (CPDE®), ITIL Expert, ISO/IEC 20000 Consultant, and TIPA® Lead Assessor.

Thought Leadership Series

This book is part of a series of Thought Leadership books, which can be bought together as a bundle. These books cover subject matters that are relevant to ITSM practitioners, written by highly experienced practitioners, up to date with industry best practices, and are published jointly by itSMF USA and IT Governance Publishing. Find out more >>

Additional information

Click here to view a sample of the book >>

Learn how to design and create your own metrics to bring even more value to your business—buy this book today.

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