- 311 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
The Definitive Guide to IT Service Metrics
About this book
The ultimate reference guide to IT Service Metrics
Co-published by IT Governance Publishing and itSMF USA
IT service metrics: Manage them. Measure them. Make them work for you.
Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business?
Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business – this book will show you how to do this, too.
How to measure the effectiveness of your IT service provision
Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to:
- Ensure economical use of resources through greater understanding of current performance
- Identify areas for improvement
- Justify (or otherwise) and manage expenditure
- Inform the decision-making process and drive change within the organization
- Save money by reducing waste (resource, time, money, etc.)
- Fine-tune the services offered, thereby strengthening customer loyalty.
Based on ITIL® and other service management frameworks and standards
Up-to-date, based on the ITIL® framework, as well as COBIT®, PMI®, ISO/IEC 20000 and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you:
- How to integrate metrics into your business
- What to consider when gathering and reporting information
- How to maximize the usage of metrics in order to ensure value for money from the system
- How to secure and protect your company's metrics.
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Information
Table of contents
- Cover
- Title
- Copyright
- Table of Contents
- Chapter 1: Introduction
- Chapter 2: Using Metrics
- Chapter 3: Service Strategy Metrics
- Chapter 4: Service Design Metrics
- Chapter 5: Service Transition Metrics
- Chapter 6: Service Operation Metrics
- Chapter 7: Additional Metrics
- References
- ITG Resources
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