Implementing Metrics For IT Service Management

1 - Foreword [Seite 6]
2 - Acknowledgements [Seite 7]
3 - Chapter 1 Introduction [Seite 12]
4 - Chapter 2 What this book is about [Seite 14]
4.1 - 2.1Goals & objectives [Seite 14]
4.2 - 2.2What you will learn [Seite 15]
4.3 - 2.3Scope [Seite 15]
4.4 - 2.4Who should read this book [Seite 16]
5 - Chapter 3 How to implement ITSM metrics - overview [Seite 18]
5.1 - 3.1What metrics are all about [Seite 18]
5.2 - 3.2Why implement metrics [Seite 18]
5.3 - 3.3Steering towards value creation [Seite 21]
5.4 - 3.4Who should use metrics [Seite 21]
5.5 - 3.5Implementing metrics [Seite 22]
6 - Chapter 4 Basic concepts [Seite 24]
6.1 - 4.1Measurement framework [Seite 24]
6.2 - 4.2Measurement lifecycle [Seite 26]
6.3 - 4.3Determine what is of value [Seite 26]
6.4 - 4.4IT and business alignment [Seite 28]
6.5 - 4.5Defining goals, objectives & metrics [Seite 29]
6.6 - 4.6Core elements of a metric [Seite 30]
7 - Chapter 5 Reporting techniques [Seite 38]
7.1 - 5.1Trending [Seite 38]
7.2 - 5.2Aggregation of measures [Seite 38]
7.3 - 5.3Classification of measures [Seite 40]
7.4 - 5.4Alignment of key measures [Seite 40]
7.5 - 5.5Dashboards [Seite 41]
7.6 - 5.6Role based dashboards [Seite 42]
7.7 - 5.7Balanced scorecards [Seite 43]
7.8 - 5.8General scorecards [Seite 43]
7.9 - 5.9Cascading of scorecards [Seite 45]
7.10 - 5.10Strategy maps [Seite 45]
7.11 - 5.11Process scorecards [Seite 46]
7.12 - 5.12Analysis techniques [Seite 48]
7.13 - 5.13Tuning [Seite 50]
8 - Chapter 6 The measurement process [Seite 52]
8.1 - 6.1Inputs [Seite 53]
8.2 - 6.2Activities [Seite 53]
8.3 - 6.3Outputs [Seite 54]
8.4 - 6.4Measurement activities [Seite 54]
8.5 - 6.5Administration of metrics data [Seite 57]
8.6 - 6.6Monitoring the metrics [Seite 74]
8.7 - 6.7Analysis of metrics [Seite 77]
8.8 - 6.8Tuning the process [Seite 92]
8.9 - 6.9Implement process initiatives [Seite 99]
8.10 - 6.10Measurement reporting [Seite 102]
9 - Chapter 7 ITSM metrics - case study example [Seite 114]
9.1 - 7.1Background [Seite 114]
9.2 - 7.2Planning for implementation [Seite 115]
9.3 - 7.3Implementation [Seite 115]
9.4 - 7.4Monitoring [Seite 118]
9.5 - 7.5Analysis [Seite 119]
9.6 - 7.6Tuning [Seite 123]
9.7 - 7.7Implementation [Seite 123]
9.8 - 7.8Results [Seite 123]
10 - Chapter 8 Implementing a measurement program [Seite 126]
10.1 - 8.1Planning and implementation overview [Seite 126]
10.2 - 8.2The 7-Step improvement process [Seite 128]
10.3 - 8.3Planning the process [Seite 129]
10.4 - 8.4Implementation of the measurement process [Seite 143]
10.5 - 8.5Optimizing the measurement process [Seite 148]
10.6 - 8.6Review and audit [Seite 150]
11 - Chapter 9 Costs, benefits and possible problems [Seite 152]
11.1 - 9.1Costs [Seite 152]
11.2 - 9.2Benefits [Seite 152]
11.3 - 9.3Possible Problems [Seite 153]
11.4 - 9.4Reduce total cost of ownership [Seite 155]
12 - Chapter 10 Conclusions [Seite 158]
13 - Chapter 11 User instructions for itSMF KPI Scorecard© metrics template [Seite 160]
13.1 - 11.1Overview [Seite 160]
13.2 - 11.2System requirements [Seite 161]
13.3 - 11.3Installation instructions [Seite 161]
13.4 - 11.4Navigation & structure [Seite 162]
13.5 - 11.5itSMF KPI Scorecard v 1.533 - Metrics MDB template [Seite 163]
13.6 - 11.6Process templates [Seite 168]
13.7 - 11.7Getting Started [Seite 189]
13.8 - 11.8Printing [Seite 191]
14 - List of tables and figures [Seite 192]
15 - References [Seite 196]