Integrated Measurement - KPIs and Metrics for ITSM : A Narrative Account

This book is one of a series covering the implementation of new processes within an organization and how to facilitate behavior changes to make the project a success. This volume deals with the implementation of a KPI management system.

The book cleverly utilizes a narrative story to make the subject matter accessible and engaging for the reader. The characters are fictitious, but the story comes from the author’s own experience and real third party accounts.

Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organisation. Daniel has developed and delivered customized ITIL courseware to a number of organisations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.