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

Randy A. Steinberg

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Book Description

Aug. 2 2006
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!"

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Product Details

  • Paperback: 174 pages
  • Publisher: Trafford Publishing (Aug. 2 2006)
  • Language: English
  • ISBN-10: 1412093929
  • ISBN-13: 978-1412093927
  • Product Dimensions: 23 x 15.3 x 1.1 cm
  • Shipping Weight: 318 g
  • Amazon Bestsellers Rank: #132,713 in Books (See Top 100 in Books)

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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 4.2 out of 5 stars  16 reviews
14 of 15 people found the following review helpful
5.0 out of 5 stars ITIL in the trenches... Dec 11 2006
By Richard Schmitt - Published on Amazon.com
Format: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!
13 of 14 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 - Published on Amazon.com
Format: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.
6 of 6 people found the following review helpful
2.0 out of 5 stars It all depends... Feb. 9 2009
By Pete - Published on Amazon.com
Format:Paperback
Any book like this is going to be difficult. This particular book is intended for the absolutely novice to ITIL or ITSM in general. For those not used to using metrics, it presents a useful overview of what to collect, and what value that information may be (and all kudos to the author, they include things beyond the normal Incident, Change, Problem Management that appears to occupy 80% of similar texts).

For those who have used metrics to manage business units before, it is probably a little light to be useful.

My view if you are new to ITSM and trying to pick it up in a hurry, this might be useful. You can read the 150 odd pages in less than and a couple of hours (and there is quite a bit of repetition) so it is not a huge investment in time.

If you have much of a background in IT / IS Management, there probably isn't really much to keep you enthralled here. Still, I expect it will be a useful thing to have in the library so I can pass it around no IT business colleagues to get them thinking.
6 of 7 people found the following review helpful
2.0 out of 5 stars Short but useful May 13 2007
By Mad Flava - Published on Amazon.com
Format: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.
5 of 6 people found the following review helpful
5.0 out of 5 stars Cliff notes for ITSM metrics - Stands on its own but is better as a complementary text Dec 29 2007
By Russell Herrell - Published on Amazon.com
Format:Paperback
Wouldn't it be nice if you knew what you desired to measure and analyze prior to rolling out new ITSM processes or their enabling tools? What if you have no former point of reference or an entire lack of metrics? You could start from scratch or use this book as a starting point and modify accordingly. The later option will provide more time for determining how best to capture, disseminate, report and conduct trending - which is what you really care about anyways...

Don't expect a silver bullet. This book (more like a booklet) provides generic quality metrics spanning the data, operational and service perspectives. It is short and concise using mostly tables and lists and draws upon many of the KPIs included within the ITIL core texts. It's a great way to save time and get diverse IT folks operating from a common reference but like all successful metric initiatives, customization and targeted efforts will still be necessary. It also includes a decent excel dashboard to get you rolling.

As a previous reviewer mentioned, it is best when paired with other texts for a more comprehensive presentation of metrics theory, challenges, benefits and techniques. I too would recommend "Visible Ops" and add to that list "Metrics for IT Service Management" by Peter Brooks. Each book promotes a different perspective and breadth but together they cover all the bases particularly well.
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