Brooks / Verheijen Metrics for IT Service Management

1. Auflage 2006
ISBN: 978-90-8753-197-3
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 209 Seiten, WEB PDF

Note: This book is available in several languages: Russian, Chinese, English.

The ability to organise and measure performance is a key part of the implementation of IT Service Management processes. This publication contains practical information on the provision of useful and meaningful metrics, as well as how best to use them within an organisation, including generic principles (such as SMART and KISS), specific examples and templates for the use of each metricAll metrics discussed are directly related to process objectives, in order to help create a service-focused management system. This publication complements the ITIL, CobiT and ISO20000 service management principles.

If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it
G. Kieliszek, Healthcare CIO (Amazon)

"This is more than a book, it's a practical, useable "A to Z" of IT Service Management Metrics!

Peter Brooks (Author) has given us all a crystal clear view of a neglected, blurred piece of the IT Service Management puzzle. As a Principal ITSM Consultant working for Foster-Melliar in South Africa I am continuously disappointed by the many ITSM books produced that generally regurgitate what is already known by many in the industry.

Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of "How" to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective.

I don't carry many books around with me, this one, I most certainly will!!"

Ian Clark Principal ITSM Consultant Foster-Melliar

"With all the focus on IT Governance and IT Business process management. It is easy to see why metric are becoming hugely important for the management of organisations. In reality however, getting the right set of metrics in place is by no means a simple exercise.

Metrics for IT service organisations can be a great help. Using ITIL as the basis the book lists many useful examples of metrics. But what is more important, is that it gives us insight into to creation of "good" metrics and the dangers of "bad" metrics. "
Emma Speakman IT BPM consultant SA/NL/UK

"Looking for a comprehensive, in-depth exploration and explanation of what metrics to use in your ITSM journey?

Then 'Metrics for IT Service Organizations' by Peter Brooks may be exactly what you're looking for.

This (new) book not only covers what metrics need to be seriously considered, but explains the 'why' and 'how' behind selecting and defining them, pointing out along the way many of the dangers and pitfalls of selecting the wrong ones; or too many.

If you tend to agree that 'what gets measured gets done', then applying the ideas in Peter's book will assist you in getting the right things done."
Ken Wendle (FISM) previous President of the itSMF USA, works as a Senior Solution Architect for Hewlett Packard's OpenView Software division

Given that itSMF is the source, readers of this book will naturally expect a 'best practices' view on metrics, and a highly practical reference text. More particularly, though, the special merit of the text is its carefulness in stressing that metrics must be both useful and meaningful, and that the meaning comes from the business perspective on IT management processes - a perspective always represented by a stated business objective. By encouraging readers to seriously commit to defining clear business objectives, the text aims the reader at measurement that avoids excess or irrelevance.
Malcolm Ryder (CA Architect)

Autoren/Hrsg.

Brooks, Peter

Brooks, David

Verheijen, Tieneke

Inhaltsverzeichnis

1;Foreword;6
2;Acknowledgements;11
3;Introduction;14
4;1 What are metrics all about?;16
4.1;1.1 Objectives;16
4.2;1.2 Business & IT Alignment;16
4.3;1.3 Why Metrics are not SLAs;21
4.4;1.4 Metrics and KPIs;21
4.5;1.5 Metrics and Benchmarking;23
5;2 Why Metrics?;24
5.1;2.1 Metrics as an instrument;24
5.2;2.2 Metrics as a control;25
5.3;2.3 Metrics and innovation;26
5.4;2.4 Costs;28
5.5;2.5 Benefits;28
6;3 Where to use metrics;30
6.1;3.1 Departments;30
6.2;3.2 Processes;31
7;4 Who should use metrics;32
7.1;4.1 Management;32
7.2;4.2 Process managers;33
7.3;4.3 Staff;34
8;5 How to use metrics;36
8.1;5.1 Timing;36
8.2;5.2 Measuring;36
8.3;5.3 Controlling;38
8.4;5.4 Steering;40
8.5;5.5 Accounting;40
9;6 Metric Design;42
9.1;6.1 Basic concepts;42
9.2;6.2 Principles;43
9.3;6.3 Requirements;46
9.4;6.4 Design individual metrics;47
9.5;6.5 Design integrated sets of metrics;48
9.6;6.6 Examples of bad and good metrics;49
10;7 Practical Metric Production;52
10.1;7.1 Reasons for metric choices: Configuration Managementas an example;52
10.2;7.2 Data Model for Measuring Metrics;58
10.3;7.3 Prioritizing and scoring the metrics;60
11;8 Specific Metrics for IT ServiceManagement;64
11.1;8.1 Metrics for Operational Service Management Processes;66
11.2;8.2 Metrics for Tactical Service Management Processes;69
11.3;8.3 Metrics for strategic Service Management Processes;72
11.4;8.4 Metrics for Programme and Project Management (S);75
12;9 Integrating Metrics;76
12.1;9.1 Governance;76
12.2;9.2 ITIL - ISO20000 (BS15000);77
12.3;9.3 eTOM;77
12.4;9.4 COBIT;78
12.5;9.5 Six Sigma;79
13;10 Implementing Metrics;80
13.1;10.1 Activities;80
13.2;10.2 Critical Success Factors;81
13.3;10.3 Possible problems;82
13.4;10.4 Service Reporting;87
14;11 Continuous improvement withmetrics;94
15;A Metrics for Incident Management;96
16;B Service Desk metrics;102
17;C Metrics for ConfigurationManagement;108
18;D Metrics for Change Management;112
19;E Metrics for Release Management;118
19.1;E.1 Application Support metrics;122
19.2;E.2 Application Development metrics;125
20;F Metrics for OperationsManagement/ICTInfrastructure Management;128
21;G Metrics for Service LevelManagement;132
22;H Metrics for Problem Management;138
23;I Metrics for Financial Management forIT services;144
24;J Metrics for Capacity Management;148
25;K Metrics for IT Service ContinuityManagement;154
26;L Metrics for Availability Management;158
27;M Metrics for Security Management;164
28;N Business Perspective metrics;170
28.1;N.1 Business Relationship Management;172
28.2;N.2 Supplier Relationship Management;172
28.3;N.3 Providing IT services;174
28.4;N.4 Planning, Review and Development;175
28.5;N.5 Liaison, Education and Communication;176
29;O Metrics for Continuous ServiceImprovement Programmes (SIP);178
30;P Risk Management metrics;184
31;Q Documentation Management metrics;190
32;R Metrics for Competence, Awarenessand Training (CAT);194
33;S Metrics for Programme and ProjectManagement;200