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Product Description
Product Description
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!"
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!"
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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
4.2 out of 5 stars (11 customer reviews)
11 of 12 people found the following review helpful
5.0 out of 5 stars
ITIL in the trenches..., Dec 11 2006
By Richard Schmitt "Deputy CIO" - Published on Amazon.com
This review is from: Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives (Paperback)
Folks,After you have suffered sitting through the courses on the philosohy of ITIL, buy this book, "Measuring ITIL", and also purchase "Visible OPS". These two books will give you a practicum on implementing ITIL for your infrastructure operations. And yes, your IT infrastructure operations will improve as a result!
10 of 11 people found the following review helpful
5.0 out of 5 stars
Excellent resource for IT Metrics Managers, Jan 9 2007
By Susan D. Heller "Susan D. Heller" - Published on Amazon.com
This review is from: Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives (Paperback)
This text presents the components of evaluating your IT Organization with clear and concise terms and offers a practical terms and approach. It is a quick read but extremely informative. It's fully aligned with ITIL but cuts through much of the complexity to provide a clear path for implementing a metrics program.I highly recommend this book to senior management, the program manager and his/her team and the participants from within the organization that will be charged with identifying Key Performance Indicators and Critical Success factors for their areas of the business.
4 of 4 people found the following review helpful
2.0 out of 5 stars
Short but useful, May 13 2007
By Mad Flava "J" - Published on Amazon.com
This review is from: Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives (Paperback)
Short book that has a quick (1 hour) read. Practical to follow, but short on depth. Get if you want to quickly implement reporting but do not expect details on actual implementation.
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