Metrics for IT Service Management: ITSM Library

Peter Brooks

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Language: English

Published by Van Haren Publishing BV, 2006

9077212698 / 9789077212691

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This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations. A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations. It also provides specific recommendations for applying metrics across the ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.

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Title
Metrics for IT Service Management: ITSM Library
Author
Peter Brooks
Publisher
Van Haren Publishing BV
Publication year
2006
Condition
Good
Binding
Paperback
Language
English
ISBN 10
9077212698
ISBN 13
9789077212691

World of Books Inc

Montgomery, IL, U.S.A.

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