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Metrics for IT Service Management - ITSM Library (Paperback)
Loot Price: R1,623
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Metrics for IT Service Management - ITSM Library (Paperback)
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The ability to organise and measure performance is a key part of
the implementation of IT Service Management processes. This
publication contains practical information on the provision of
useful and meaningful metrics, as well as how best to use them
within an organisation, including generic principles (such as SMART
and KISS), specific examples and templates for the use of each
metricAll metrics discussed are directly related to process
objectives, in order to help create a service-focused management
system. This publication complements the ITIL, CobiT and ISO20000
service management principles. "If you need to develop metrics for
an IT environment, buy this book or hire a consultant who has read
it" G. Kieliszek, Healthcare CIO (Amazon) "This is more than a
book, it's a practical, useable "A to Z" of IT Service Management
Metrics! Peter Brooks (Author) has given us all a crystal clear
view of a neglected, blurred piece of the IT Service Management
puzzle. As a Principal ITSM Consultant working for Foster-Melliar
in South Africa I am continuously disappointed by the many ITSM
books produced that generally regurgitate what is already known by
many in the industry. Metrics for IT Service Organisations provides
a vast array of possible audiences something that many ITSM volumes
do not, and this is a Practical, useable view of "How" to plan for,
design, manage and improve the critical measures IT Service
organisations require from both a strategic, tactical and
operational perspective. I don't carry many books around with me,
this one, I most certainly will!!" Ian Clark Principal ITSM
Consultant Foster-Melliar "With all the focus on IT Governance and
IT Business process management. It is easy to see why metric are
becoming hugely important for the management of organisations. In
reality however, getting the right set of metrics in place is by no
means a simple exercise. Metrics for IT service organisations can
be a great help. Using ITIL as the basis the book lists many useful
examples of metrics. But what is more important, is that it gives
us insight into to creation of "good" metrics and the dangers of
"bad" metrics. " Emma Speakman IT BPM consultant SA/NL/UK "Looking
for a comprehensive, in-depth exploration and explanation of what
metrics to use in your ITSM journey? Then 'Metrics for IT Service
Organizations' by Peter Brooks may be exactly what you're looking
for. This (new) book not only covers what metrics need to be
seriously considered, but explains the 'why' and 'how' behind
selecting and defining them, pointing out along the way many of the
dangers and pitfalls of selecting the wrong ones; or too many. If
you tend to agree that 'what gets measured gets done', then
applying the ideas in Peter's book will assist you in getting the
right things done." Ken Wendle (FISM) previous President of the
itSMF USA, works as a Senior Solution Architect for Hewlett
Packard's OpenView Software division Given that itSMF is the
source, readers of this book will naturally expect a 'best
practices' view on metrics, and a highly practical reference text.
More particularly, though, the special merit of the text is its
carefulness in stressing that metrics must be both useful and
meaningful, and that the meaning comes from the business
perspective on IT management processes - a perspective always
represented by a stated business objective. By encouraging readers
to seriously commit to defining clear business objectives, the text
aims the reader at measurement that avoids excess or irrelevance.
Malcolm Ryder (CA Architect)
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