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Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives Paperback – Aug 2 2006

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99 by Wayne Gretzky 99 by Wayne Gretzky

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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: 15.2 x 1 x 22.9 cm
  • Shipping Weight: 318 g
  • Average Customer Review: Be the first to review this item
  • Amazon Bestsellers Rank: #386,133 in Books (See Top 100 in Books)
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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

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Most Helpful Customer Reviews on (beta) 4.3 out of 5 stars 23 reviews
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
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
5.0 out of 5 stars A great book describing IT metrics Aug. 9 2009
By James William Martin - Published on
Format: Paperback Verified Purchase
I found this book very interesting and I highly recommend it for Lean Six Sigma practitioners who work on IT teams or, are involved in IT integration within their process workflows. It provides useful measures (metrics) which describe the performance of information technology systems. The metrics are divided into categories which include operations, key performance indicators, tolerances, critical success factors, dashboards and outcomes. This extensive metric listing is also integrated into a DICE model at the end of the book. DICE is an acronym representing project duration, integrity, commitment and effort. These elements form the basis of a project success prediction score. The DICE model was published in the Harvard Business Review in the article, title, The Hard Side of Change Management. It was authored by Harold L. Sirkin, Perry Keenan and Alan Jackson (Reprint R0510G).
6 of 8 people found the following review helpful
2.0 out of 5 stars It all depends... Feb. 9 2009
By Pete - Published on
Format: Paperback Verified Purchase
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.
4 of 7 people found the following review helpful
4.0 out of 5 stars I like it, but yet to prove out if these metrics really matter March 26 2007
By S. L. Kelly - Published on
Format: Paperback Verified Purchase
This book is set up clearly within the ITIL framework, and a co-worker and I now call this book our "bible" as we review our organizational metrics. However, one thing I found annoying about this book is that answers are posed in the form of a question. Example: the KPI is Incident Labor Utiliation Rate and the Question Being Answered is How much available labor is spent handling incidents? The question I get is what does is mean not what question does this answer. They do not like being told what they want to know. Perhaps I'm not convincing enough in telling them they want to know this information - that remains to be seen. In short, I find this book very useful most most managmenent levels but not as exciting to executive level management.
5 of 7 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
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.