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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: #226,631 in Books (See Top 100 in Books)

Product Description

About the Author

Randy A. Steinberg has over 25 years experience implementing and managing IT infrastructures and service management solutions at numerous companies around the world. His past roles include a stint as Global Head of Service Management for Reuters, Head of Operations and Support for the Milwaukee Medical Complex and many Lead Manager roles for numerous large client infrastructure implementations for IBM and Accenture clients. Randy has been a frequent speaker at a number of itSMF meetings around the U.S. and was invited to keynote the national itSMF convention in 2004.

Randy is Manager Certified in IT Service Management. He is the co-author of an ITSM methodology and operational framework that was used worldwide by Andersen Consulting. One of his IT Service Management clients received a Malcolm Baldridge award for the quality of their IT services.

Randy is currently a Senior Consultant at Covestic where he leads large scale ITSM efforts for their clients. He has also authored the book Implementing ITIL — Adapting Your Organization to the Coming Revolution in IT Service Management, also available through Trafford Publishing: ISBN 1-4120-6618-2.

Feel free to contact Randy about any ITSM related concerns, issues or recommended changes and additions to this book. They are always welcome. Randy can be reached at RandyASteinberg@aol.com.

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Customer Reviews

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Amazon.com: 4.3 out of 5 stars  18 reviews
15 of 16 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

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!
14 of 15 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
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 7 people found the following review helpful
2.0 out of 5 stars It all depends... Feb. 9 2009
By Pete - Published on Amazon.com
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.
3 of 3 people found the following review helpful
4.0 out of 5 stars Add it to your ITIL collection May 28 2008
By Donald F. Neizer II - Published on Amazon.com
Format:Paperback|Verified Purchase
I too agree with previous reviewers of this book. Unlike many ITIL books, you are quickly given Key Performance Indicators and Critical Success Factors that you and your team members can use and build on.

I found that the included ITSM Metrics Model spreadsheet tool to be of some use. I was very surprised and disappointed that it can't be built upon/extended since the write permissions have been locked.

However, I didn't find the included DICE model spreadsheet tool very useful for our needs since it is very basic.

If you get nothing else out of this book, the author clearly tells you how to create KPIs, CSFs, Tolerances, and metrics that matter.

Because of this, I've earned a lot of points with my boss and executives for just for purchasing this book and for trying to apply/create better metrics for our executives and a metrics program for our department.

Don Neizer
Change/Configuration Manager
6 of 8 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
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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