Description
Van Haren Publishing Metrics for IT Service Management ITSM Library by Peter Brooks, itSMF - The IT Service Management Forum
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._x000D_ Table of contents :- _x000D_
From the contents:_x000D_
Foreword_x000D_
Acknowledgements_x000D_
Introduction_x000D_
1 What are metrics all about?_x000D_
2 Why Metrics?_x000D_
3 Where to use metrics_x000D_
4 Who should use metrics_x000D_
5 How to use metrics_x000D_
6 Metric Design_x000D_
7 Practical Metric Production_x000D_
8 Specific Metrics for IT Service Management_x000D_
9 Integrating Metrics_x000D_
10 Implementing Metrics_x000D_
11 Continuous improvement with metrics_x000D_
A Metrics for Incident Management_x000D_
B Service Desk metrics_x000D_
C Metrics for Configuration Management_x000D_
D Metrics for Change Management_x000D_
E Metrics for Release Management_x000D_
F Metrics for Operations Management/ICT Infrastructure Management_x000D_
G Metrics for Service Level Management_x000D_
H Metrics for Problem Management_x000D_
I Metrics for Financial Management for IT services_x000D_
J Metrics for Capacity Management_x000D_
K Metrics for IT Service Continuity Management_x000D_
L Metrics for Availability Management_x000D_
M Metrics for Security Management_x000D_
N Business Perspective metrics_x000D_