Metrics for Service Management:
Published on 10. June 2020
179 pages
978-94-018-0564-3 (ISBN)
Description
This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle.
The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
More details
Other editions
Additional editions
Jan Schilt | Jan van Bon | Peter Brooks
Metrics for Service Management:
E-Book
06/2020
Van Haren Publishing BV
€47.99
Available for download
Book
02/2012
Van Haren Publishing BV
€73.31
No shipping information available
Content
- Intro
- Title
- Colophon
- Acknowledgements
- Contents
- 1 Introduction
- 1.1 Background knowledge
- 1.2 How to use this book
- 2 Managing, metrics and perspective
- 2.1 Managing
- 2.2 Perspective
- 2.3 Full metric description
- 2.4 Goals, Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
- Section Break: Governance
- 3 Governance
- 3.1 Perspective
- 3.2 Metrics
- 3.3 Processes
- Section Break: Service Strategy
- 4 Service Strategy
- 4.1 Perspective
- 4.2 Critical Success Factors
- 4.3 Metrics
- 4.4 Process metrics
- Section Break: Service Design
- 5 Service Design
- 5.1 Perspective
- 5.2 Business Analysis or Requirements Engineering
- 5.3 Critical Success Factors - designing services
- 5.4 Metrics
- 5.5 Process metrics
- 6 Classifications of metrics
- 6.1 ITIL® metric structure
- 6.2 Six Sigma process metrics
- 6.3 COBIT capability, performance and control
- 6.4 Capability Maturity Model (CMMI)
- 6.5 Software process improvement and capability determination - SPICE ISO/IEC 15504
- 6.6 Goal, Question, Metrics (GQM)
- 6.7 Tudor's IT Process Assessment (TIPA) framework
- 7 Outsourcing and emerging technologies
- 7.1 Outsourcing
- 7.2 Outsourcing case study
- 7.3 Virtualization, clouds, data centers, and green computing
- 7.4 Service Orientated Architecture (SOA)
- 8 Cultural and technical considerations
- 8.1 Organizational culture
- 8.2 Replacing metrics Ð messy reality vs. beautiful statistics
- 9 Tools and tool selection
- 9.1 Checklists
- 9.2 Measuring communications and meetings Ð Document Management System
- 9.3 Meeting management
- 9.4 Measuring project milestones and process activities
- 9.5 Surveys
- Section Break: Service Transition
- 10 Service Transition
- 10.1 Perspective
- 10.2 Critical Success Factors
- 10.3 Metrics
- 10.4 Process metrics
- 11 Service Transition and the Management of Change
- 11.1 Staff development, satisfaction and morale
- 11.2 Employee development and training
- 11.3 Role definition SFIA
- 11.4 Professional recognition for IT Service Management (priSM®)
- Section Break: Service Operation
- 12 Service Operation
- 12.1 Perspective
- 12.2 Critical Success Factors
- 12.3 Metrics
- 12.4 Function metrics
- 12.5 Process metrics
- Section Break: Continual Service Improvement
- 13 Continual Service Improvement (CSI)
- 13.1 Critical Success Factors
- 13.2 Metrics
- 13.3 Process metrics
- Appendices
- A Naming and numbering of metrics
- B Metrics Registry Ð example
- C Bibliography
