Peter Brooks

Publications

Adopting service governance: governing portfolio value for sound corporate citizenship - AXELOS 2015

Collaborative Consulting: Service Management Scenarios - TSO 2013

An Integrated Requirements Process - Governing Cost & Risk in Business Analysis - itSMFsa 2013

Metrics for Service Management: Designing for ITIL - VHP 2012

Metrics for IT Service Management - VHP 2006

Education

University of Natal, Pietermaritzburg, BSc. 1979

Major Subjects; Maths & Physics

Industry Qualifications

ITIL V2 Manager's Certificate in IT Service Management

ITIL V3 ITIL Expert Certification

ISO20000 Consultant's Certificate Management

Fellow in Service Management (FSM)® (prISM)

Certified ISEB instructor for ITIL Foundations + Service Manager courses

FISM - Fellow of the Institute of IT Service Management

Marketing and Business Development Director itSMF International

Marketing Director itSMF South Africa

Member of itSMF South Africa Western Cape

Consulting Delivery

Governance

Policy Consulting

Service Governance

Business Analysis

OpenView Network and System Management; design and implementation.

Secure web implementation.

HP Service Desk implementation.

Application, System, and Network Consolidation.

Business Disaster Recovery process consulting, implementation and testing.

ITIL process management (practical consulting delivery):

Service Portfolio

Service Strategy

Service Desk

Incident

Problem

Configuration

Change

Release

Capacity

Financial

Availability

Service Level

ASM

Adaptive Service Model

BS15000

Business Analysis

CSF

Capacity

Consulting

Demand

FISM

Governance

HP OpenView

ISO20000

ITIL

KPI

Metric Design and Implementation

Metrics

Open Source

Policy

Requirements

SANS15000

Security

Service Desk

Service Governance

Teaching

Training

IT Service Management

Education

University of Natal, Pietermaritzburg, BSc. 1979

Major Subjects; Maths & Physics

Industry Qualifications

ITIL V2 Manager's Certificate in IT Service Management

ITIL V3 ITIL Expert Certification

ISO20000 Consultant's Certificate Management

Fellow in Service Management (FSM)® (prISM)

Certified ISEB instructor for ITIL Foundations + Service Manager courses

FISM - Fellow of the Institute of IT Service Management

Marketing and Business Development Director itSMF International

Marketing Director itSMF South Africa

Member of itSMF South Africa Western Cape

Consulting Delivery

Governance

Policy Consulting

Service Governance

Business Analysis

OpenView Network and System Management; design and implementation.

Secure web implementation.

HP Service Desk implementation.

Application, System, and Network Consolidation.

Business Disaster Recovery process consulting, implementation and testing.

ITIL process management (practical consulting delivery):

Service Portfolio

Service Strategy

Service Desk

Incident

Problem

Configuration

Change

Release

Capacity

Financial

Availability

Service Level

ASM

Adaptive Service Model

BS15000

Business Analysis

CSF

Capacity

Consulting

Demand

FISM

Governance

HP OpenView

ISO20000

ITIL

KPI

Metric Design and Implementation

Metrics

Open Source

Policy

Requirements

SANS15000

Security

Service Desk

Service Governance

Teaching

Training

IT Service Management

I first became interested in the subject of metrics when I went to help deliver an ITSM project (based on ITIL) to Samsung Semiconductor in South Korea for Hewlett Packard. In the end the project went really well - so well that Samsung won an achievement award from the itSMF in the UK. It was quite a challenge, though, working in a different culture and language.

One day it came to the time to help Samsung define metrics for all the processes they were designing for their Service Management processes. I went to see if there were any samples of the sort of thing on the web - and there was nothing. So I had to work with Samsung, and the ITIL books, to design some from scratch.

When I got back to Cape Town, I thought it would make sense to use this work so that others could benefit from my experience - and not find, as I did, that there was not advice on this important topic.

So, working with the very helpful editors at Van Haren Publishing and a large and very helpfully critical group of reviewers, all members of the itSMF (IT Service Management Forum), I produced the first book, based on ITIL version 2, 'Metrics for IT Service Management'.

A few years later, with ITIL version 3 out and the new update ITIL 2011 on the horizon, it was time to re-visit metrics again. I started from scratch an wrote a quite different book, looking at metrics from the ITIL 2011 perspective, in particular, understanding the design of metrics to enable an organisation to deliver more value to its stakeholders.

Again, a large team of reviewers helped me improve the book - in particular, I changed the whole flow of the book to make it more approachable and the diagram on the back cover is a guide to the structor of the book to help navigate readers through it.