Measuring Itsm: Measuring, Reporting, and Modeling the It Service Management Metrics That Matter Most to It Senior Executives by Randy a. Steinberg, NOOK Book (eBook) | Barnes & Noble
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
     
 

View All Available Formats & Editions

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

Overview

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) that resonate with senior management. In this book, you will learn about the following:
• Defining and building a comprehensive metrics program
• Metrics that are the most important and how to calculate them
• How to measure your IT services
• Tips and suggestions for what to do if inadequate tools and reporting exist
• Suggested approach for how to build your metrics program step-by-step
In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use yourself. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!
“A comprehensive guide for building any service management metrics program with all the information you need in one place!”
“No theory here . . . this gives us real metrics we can easily go after.”
“A fantastic addition to our IT service management solution set!”

Product Details

ISBN-13:
9781490719443
Publisher:
Trafford Publishing
Publication date:
12/04/2013
Sold by:
Barnes & Noble
Format:
NOOK Book
Pages:
196
Sales rank:
865,970
File size:
731 KB

Customer Reviews

Average Review:

Write a Review

and post it to your social network

     

Most Helpful Customer Reviews

See all customer reviews >