Metrics for IT Service Management

SOFTWARE MANAGEMENT NETWORK

ISBN 10: 9077212698 / ISBN 13: 9789077212691

Published by Van Haren Publishing, 2006

About this Item

Unread book in perfect condition.

Seller Inventory # 4886288

Bibliographic Details

• Title: Metrics for IT Service Management
• Publisher: Van Haren Publishing
• Publication Date: 2006
• Language: English
• ISBN 10: 9077212698
• ISBN 13: 9789077212691
• Binding: Soft cover
• Condition: As New

About this title

Synopsis

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.

From the Publisher

Published on behalf of ITSMF NL