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Metrics for IT Service Management
by Peter Brooks (Goodreads Author)
This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations. A major reason for covering this topic is t ...more
Paperback, 202 pages
Published April 1st 2006 by Van Haren Publishing
(first published January 1st 2006)
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I have an MBA. In IT. I have 7 years of managing IT contractors. And this book is too dense. It's obviously written for ITIL testing, and not really usable if you want to READ, only if you want to MEMORIZE. It's like definitional flashcards turned into sentences.