The ultimate reference guide to IT Service Metrics
Co-published by IT Governance Ltd and itSMF USA
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.
Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to:
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:
""Working with the book helped me tremendously as I was putting together my CSI data for our business units. The book is very comprehensive and detailed but has thorough explanations so as not to be overwhelming."" George Nawara, Global Process Design Architect, Wolters Kluwer
""If you are going to call your book The Definitive Guide to IT Service Metrics, this is how you do it. 304 pages, 192 metrics described, 29 areas addressed. This is the broadest range of measures of any ITSM metrics book I have seen. Kurt McWhirter and Ted Gaughan have delivered on the title of their book!"" Roger Williams, itSMF USA Member"