Implementing Metrics for IT Service Management

CONTAINS CD WITH EXPERT TEMPLATES

This book provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT) framework and supports ISO/IEC 20000 standards for IT Service Management.

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, and drive operational efficiencies, effectiveness and quality.

Included with this book is a CD with a copy of the itSMF KPI Scorecard metrics templates,which is pre-populated with over 300 key performance metrics and scorecards for ITSM, and it helps to quickly enter and report metrics, scorecards and dashboards, demonstrating many of the principles described in this book.