Buy: ITIL METRICS: Measuring ITIL: measuring- reporting and modelling - the IT Service Management Metrics that matter most to IT senior executives
How do you measure and report your ITIL processes? Which ITIL metrics matter the most to senior executives?
At last- here is a book that shows you how! This is not a theoretical treatise- but a practical guide that shows you the operational metrics to use- and how these can be calculated into the Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with senior management.
Here are the contents of this book.
This book is also available as part of our IT Management Metrics and Quality Starter Kit.
In this book you will learn about:
- Defining and building a comprehensive ITIL metrics program
- Which metrics are the most important and how to calculate them
- Dealing with staff resistance to a metrics program
- Tips and suggestions for what to do if inadequate tools and reporting exist
- Suggested work plan for how to build your metrics program step by step.
In addition- this book contains a CD with a helpful IT Service Management modelling tool that covers all 10 ITIL processes. Simply enter your key operational metrics- and the KPIs and CSFs will be calculated automatically!
This is a comprehensive guide for building any ITIL metrics program.
Reviews of the book
"Finally- someone tackled the mystery of ITIL metrics and put it all in one place!"
"No theory here…this book gives us the real metrics we can easily go after…"
"A fantastic addition to our ITIL reference library and our IT Service Management solution set!"
Author: Randy A. Steinberg
Publisher: Trafford Publishing
ISBN 10: 1412093929
ISBN 13: 9781412093927
Pages: 154
Format: Soft cover
Publication date: August 2006
Availability: In stock
Order this essential guide to ITIL and ITSM metrics today for immediate dispatch!
