How to implement metrics for IT service management
Selecting business-relevant metrics
Key Metrics for IT Service and Support
Includes Free CD containing Metrics Templates
This title 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 and is compatible with the Control Objectives for IT (CobiT) framework and supports ISO/IEC 20000 standards for IT Service Management.
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. The objectives of the measurement program are to help the user determine ways to:
This title 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.
Included with this book is a CD with a copy of KPI Scorecard metrics templates,which is pre-populated with over 300 key performance metrics and scorecards for ITSM, and it helps to quickly enter and report metrics, scorecards and dashboards, demonstrating many of the principles described in this book.
Related Book: Metrics for IT Service Management
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