Implementing Metrics For IT Service Management

Implementing Metrics For IT Service Management

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This book a€œImplementing Metrics for IT Service Managementa€ provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITILAr) set of best practices. The framework is compatible with the Control Objectives for IT (CobiTAr) framework and supports ISO/IEC 20000 standards for IT Service Management. This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements. The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book a€œMetrics for IT Service Managementa€ also published by Van Haren Publishing.By reading this book, the reader will learn: a€c Information Technology Service Management (ITSM) metrics overview a€c basic measurement framework concepts, core ... tactical and operational processes from the IT Infrastructure Library ITILAr1 set of best practices. ... Business Perspective Service Level Management Service Desk Service Improvement Program Problem Management Incident Managementanbsp;...

Title:Implementing Metrics For IT Service Management
Author:David Smith
Publisher:Van Haren - 2008-08-08


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