Measuring Itsm: Measuring, Reporting, and Modeling the It Service Management Metrics That Matter Most to It 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...