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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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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: #313,287 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) HASH(0x9d44bb94) out of 5 stars 23 reviews
15 of 16 people found the following review helpful
HASH(0x9d2d5660) out of 5 stars ITIL in the trenches... Dec 11 2006
By Richard Schmitt - Published on
Format: Paperback

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
HASH(0x9d2d56b4) out of 5 stars Excellent resource for IT Metrics Managers Jan. 9 2007
By Susan D. Heller - Published on
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.
3 of 3 people found the following review helpful
HASH(0x9d2d5aec) 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
6 of 8 people found the following review helpful
HASH(0x9d2d5ad4) 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.
5 of 7 people found the following review helpful
HASH(0x9d2d5e94) 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.