Implementing Metrics for IT Service Management
Language: English
Published by Van Haren Publishing, 2008
- Softcover
- Used
Seller: HPB-Red, Dallas, TX, U.S.A.HPB-Red
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Seller Inventory # S_398359690
- Title
- Implementing Metrics for IT Service Management
- Publisher
- Van Haren Publishing
- Publication year
- 2008
- Condition
- Good
- Binding
- paperback
- Language
- English
- ISBN 10
- 9087531141
- ISBN 13
- 9789087531140
"Synopsis" may belong to another edition of this title.
From the Back Cover
This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements.
The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book "Metrics for IT Service Management" also published by Van Haren Publishing. The objectives of the measurement program are to help the user determine ways to:
* align IT with business objectives
* maintain compliance requirements for business operations
* drive operational efficiencies, effectiveness and quality.
By reading this book, the reader will learn:
* ITSM metrics overview
* basic measurement framework concepts, analysis and reporting techniques
* implementing ITSM metrics design approach for operational, tactical and
strategic services
* measurement lifecycle of monitoring, analysis, tuning and process improvement.
* costs, benefits and common problems implementing and optimizing the measurement system.
By using the CD template included with this book, the reader will learn how to:
* conceptualize and apply many of the ideas presented in this book through visualization and practice.
* plan the application of a measurement framework for IT Service Management processes
* personalize and test scorecards and dashboards using predefined metrics
and templates
* implement a basic measurement framework pilot
* complete a measurement lifecycle of monitoring, analysis, tuning and process improvement
* report and verify performance improvements and value realized over time.
* justify the adoption, continuance, customization, expansion, investment and
optimization of the measurement framework (fit-for-purpose).
"About the title" may belong to another edition of this title.
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