Measuring ITIL : Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives

THIS BOOK IS NOW OUT OF PRINT - A NEW AND UPDATED VERSION - MEASURING ITSM - IS NOW AVAILABLE (ISBN: 978-1-4907-1945-0)

How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?

Finally, there 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 Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. 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 helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!

This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.

"Finally, someone tackled the mystery of ITIL metrics and put it all in one place!"

"No theory here...this 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!"

Randy A. Steinberg has over 25 years experience implementing and managing IT infrastructures and service management solutions at numerous companies around the world. His past roles include a stint as Global Head of Service Management for Reuters, Head of Operations and Support for the Milwaukee Medical Complex and many Lead Manager roles for numerous large client infrastructure implementations for IBM and Accenture clients. Randy has been a frequent speaker at a number of itSMF meetings around the U.S. and was invited to keynote the national itSMF convention in 2004.

Randy is Manager Certified in IT Service Management. He is the co-author of an ITSM methodology and operational framework that was used worldwide by Andersen Consulting. One of his IT Service Management clients received a Malcolm Baldridge award for the quality of their IT services.

Randy is currently a Senior Consultant at Covestic where he leads large scale ITSM efforts for their clients. He has also authored the book Implementing ITIL — Adapting Your Organization to the Coming Revolution in IT Service Management, also available through Trafford Publishing: ISBN 1-4120-6618-2.

Feel free to contact Randy about any ITSM related concerns, issues or recommended changes and additions to this book. They are always welcome. Randy can be reached at RandyASteinberg@aol.com.