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Measuring Itil: Measuring, Reporting and Modeling the It Service Management Metrics That Matter Most to It Senior Executives
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Measuring Itil: Measuring, Reporting and Modeling the It Service Management Metrics That Matter Most to It Senior Executives

3.61  ·  Rating Details  ·  28 Ratings  ·  4 Reviews
How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?
Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that reson
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Published August 1st 2006 by Trafford Publishing
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Peteolds
Jan 21, 2015 Peteolds rated it it was ok
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 lig
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Daniel
Sep 26, 2011 Daniel rated it liked it
There's not a lot of books out there that tries to spell out a specific metrics program for ITSM. The metrics provided in this book are rather simplistic but it provides a hierarchy of operational metrics to KPI to CSFs to a context for a balance scorecard. And most important, it tells you to start measuring and stop making excuses to not measure. Start somewhere and then improve. Review with stakeholder, feed service improvement programs and measure, report, improve again.

I wish there were bett
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Alejandro Teruel
Lists and lists of metrics including operational metrics, key performance indicators (KPI) and critical success factors (CSF).

You can always find some interesting metrics in a book like this, but I came away from the book with little real appreciation and understanding of the area. It is particularly skimpy on modeling metrics, the sheer number of metrics will glaze senior executives eyes and numb their minds, and, in my opinion, the book does not really help bridge the IT-Senior Management gap.
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