Metrics for Service Management:

Metrics for Service Management:

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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 value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.For external processes, the processes and metrics will be defined in the Service Design Package. ... 5.5.1 Service Level Management The Service Level Manager must have access to reports of service performance with appropriate frequency, anbsp;...

Title:Metrics for Service Management:
Author:Peter Brooks
Publisher:Van Haren - 2012-03-03


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