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This book is also available as part of our IT Management Metrics and Quality Starter Kit. The kit contains essential reading for anyone looking to improve their IT Management processes.
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.
An excellent general guide to metrics
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 proides specific recommendations for applying metrics across the ITIL, ISO20000 and other processes, discussing the rationale of the recommendations.
This enables an organization to implement the metrics as described directly as a first-pass solution that can be benchmarked against other organizations. But they can also be used as a starting point for customizing particular metrics.
Badly designed metrics can be actively harmful to an organization's proper functioning. Producing a set of metrics that avoids the pitfalls and delivers genuine value is not easy. This book will make that task much simpler and less error-prone.
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):
""""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
Author: Peter Brooks
Publisher: Van Haren Publishing
ISBN 10: 9077212698
ISBN 13: 9789077212691
Format: Softcover
Published Date: 2006
Availability: Ex Stock
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