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The Definitive Guide to IT Service Metrics by Ted Gaughan, Kurt McWhirter

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CHAPTER 7: ADDITIONAL METRICS

A wide range of operational infrastructure systems, resources, capabilities, and processes may be part of IT service delivery. The focus of this chapter is the processes, outside of the service management lifecycle, that support the business and the service provider. The information in this chapter provides metrics for those additional processes that support the provision of services. The metrics sections for this chapter are:

Project management metrics

Risk management metrics

Data center metrics.

Project management metrics

Metrics most commonly applied in project management are based on Earned Value Management (EVM) for monitoring and controlling cost and schedule performance. These are standard measurements that ...

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