Metrics for IT Service Management

by Peter Brooks

Book Overview

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... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 9077212698
• ISBN13: 9789077212691
• Release Date: April 2006
• Publisher: Van Haren Publishing
• Length: 208 Pages
• Weight: 0.97 lbs.
• Dimensions: 0.6" x 6.7" x 9.5"

Customer Reviews

Great description of typical metrics for ITSM

Very helpful and can be used as a framework for setting up ITSM measurements. It would be a great book to compare existing measurements to a standard set.

Good compilation

Good compilations of metrics about IT service, can be a guide on measures already tested.

A Metrics-based focus for IT

Meat and potatos metrics - no fluff. Very organized approach to establishing a strong metric-based IT environment. Offers a comprehensive set of goals, mission statements, and objectives for each catagory of process. Offers specific metrics (target as well as warning level) for the gamut of IT functions. Identifies stake holders, constraints, specifications, and justification for each metric offered. Probably could use a glossary for all the acronyms, but that's a minor issue. If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it.