Implementing Metrics for IT Service Management: Volume 3
ITSM Library, an Implementation Guide
Published on 1. September 2008
Book
Paperback/Softback
1 pages
978-90-8753-114-0 (ISBN)
Description
This book "Implementing Metrics for IT Service Management" 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. The framework is compatible with the Control Objectives for IT (CobiT®) framework and supports ISO/IEC 20000 standards for IT Service Management.
This book also 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.
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. This book is complimentary to the book "Metrics for IT Service Management" also published by Van Haren Publishing.
This book also 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.
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. This book is complimentary to the book "Metrics for IT Service Management" also published by Van Haren Publishing.
More details
Series
Language
English
Place of publication
Zaltbommel
Netherlands
Target group
College/higher education
Professional and scholarly
Dimensions
Height: 240 mm
Width: 172 mm
Thickness: 15 mm
Weight
452 gr
ISBN-13
978-90-8753-114-0 (9789087531140)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
David Smith
Implementing Metrics For IT Service Management
E-Book
08/2008
1st Edition
Van Haren Publishing BV
€59.44
Available for download
David Smith | Jan van Bon | Peter Brooks
Implementing Metrics for IT Service Management
E-Book
08/2008
Van Haren Publishing
€55.99
Available for download
Content
(The list below contains highlights only)
1 Introduction
2 What this book is about
3 How to implement ITSM metrics
3.1 Implementing metrics
3.2 Basic concepts
3.3 Implementing ITSM metrics - case study example
3.4 The measurement process
3.5 Measurement activities
3.6 Administration of metrics data
3.7 Monitoring the metrics - Check
3.8 Analysis of metrics - Act
3.9 Tuning the process - Plan
3.10 Implement process initiatives - Do
3.11 Measurement reporting
3.12 Costs, benefits and possible problems
3.13 Implementing a measurement program
3.14 Planning the process
4 SW CD Users Guide
5 List of Tables and Figures
CD
1 Introduction
2 What this book is about
3 How to implement ITSM metrics
3.1 Implementing metrics
3.2 Basic concepts
3.3 Implementing ITSM metrics - case study example
3.4 The measurement process
3.5 Measurement activities
3.6 Administration of metrics data
3.7 Monitoring the metrics - Check
3.8 Analysis of metrics - Act
3.9 Tuning the process - Plan
3.10 Implement process initiatives - Do
3.11 Measurement reporting
3.12 Costs, benefits and possible problems
3.13 Implementing a measurement program
3.14 Planning the process
4 SW CD Users Guide
5 List of Tables and Figures
CD