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

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

by Randy A. Steinberg
 

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How do you measure and report your IT services and processes? Which metrics matter the most to senior executives?

Finally, here is a book that shows you how! Not theory, 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

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