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Metrics for service management : designing for ITIL

This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of valu.

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  • "Best practice metrics for service management"@en

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description

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  • "This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of valu."@en
  • "Fills a large gap in the service management arena regarding measurements of failure (and success). Compliant with ITIL and covering other frameworks besides it provides full coverage of this topic. It explains how to use metrics as a tool to anticipate and correct problems rather than simply a measurement of failure that has already arrived."@en

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  • "Electronic books"@en

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  • "Metrics for service management : designing for ITIL®"
  • "Metrics for service management : designing for ITIL"@en
  • "Metrics for IT Service Management ITSM Library"@en
  • "Metrics for IT service management"@en
  • "Metrics for IT service management"
  • "Metrics for Service Management"@en

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