The Definitive Guide to IT Service Metrics

Achieving ISO 20000: Making Metrics Work

A definitive guide to IT Service Management Metrics based on ITIL® and other service management frameworks and standards.

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

Co-published by IT Governance Publishing and itSMF USA

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. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business – this book will show you how to do this, too.

Measure the effectiveness of your IT service provision

Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to:

  • Ensure economical use of resources through greater understanding of current performance
  • Identify areas for improvement
  • Justify (or otherwise) and manage expenditure
  • Inform the decision-making process and drive change within the organization
  • Save money by reducing waste (resource, time, money, etc.)
  • Fine-tune the services offered, thereby strengthening customer loyalty.

“Working with the book helped me tremendously as I was putting together my CSI data for our business units. The book is very comprehensive and detailed but has thorough explanations so as not to be overwhelming.”
George Nawara, Global Process Design Architect, Wolters Kluwer

"If you are going to call your book The Definitive Guide to IT Service Metrics, this is how you do it. 304 pages, 192 metrics described, 29 areas addressed. This is the broadest range of measures of any ITSM metrics book I have seen. Kurt McWhirter and Ted Gaughan have delivered on the title of their book!"
Roger Williams, itSMF USA Member

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 usage of metrics in order to ensure value for money from the system
• How to secure and protect your company's metrics.

THE definitive guide you can't afford to be without!

About the authors
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. Kurt is a recognized authority on using the ITIL® framework to focus on business requirements that deliver high-quality solutions to customers.

Ted Gaughan has more than 25 years' experience in business/technical strategic development, program/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. He has managed numerous large enterprise IT project portfolios, applying ITIL®-based processes to maximize the utility of delivered results.

Thought Leadership Series

This book is part of a series of Thought Leadership titles 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 >>

Authors: Kurt McWhirter and Ted Gaughan
Publisher: IT Governance Publishing
Published Date: 30 August 2012
Availability: In Stock

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1. Roger on 9/26/2012, said:

If you are going to call your book The Definitive Guide to IT Service Metrics, this is how you do it. 304 pages, 192 metrics described, 29 areas addressed. This is the broadest range of measures of any ITSM metrics book I have seen. Kurt McWhirter and Ted Gaughan have delivered on the title of their book! Mr. McWhirter and Mr. Gaughan have produced a helpful resource for those looking to move beyond the basics of IT Service Management metrics. Those of us that love to debate the merits of certain measures will find enough to keep us occupied. Meanwhile, practitioners looking for useful definitions have plenty of material to meet their needs.
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