Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
by Randy A. Steinberg
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Book Summary Information
Author: Randy A. SteinbergEdition: Paperback
Audio: English (Original Language); English (Unknown); English (Published)
Published: 2006-08-02
ISBN: 1412093929
Number of pages: 154
Publisher: Trafford Publishing
Book Reviews of Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
Book Review: Add it to your ITIL collection
Summary: 4 Stars
I too agree with previous reviewers of this book. Unlike many ITIL books, you are quickly given Key Performance Indicators and Critical Success Factors that you and your team members can use and build on.
I found that the included ITSM Metrics Model spreadsheet tool to be of some use. I was very surprised and disappointed that it can't be built upon/extended since the write permissions have been locked.
However, I didn't find the included DICE model spreadsheet tool very useful for our needs since it is very basic.
If you get nothing else out of this book, the author clearly tells you how to create KPIs, CSFs, Tolerances, and metrics that matter.
Because of this, I've earned a lot of points with my boss and executives for just for purchasing this book and for trying to apply/create better metrics for our executives and a metrics program for our department.
Don Neizer
Change/Configuration Manager
Summary of Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?Finally, there is a book that shows you how! This is not a theoretical treatise, 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:
Defining and building a comprehensive ITIL metrics program; Which metrics are the most important and how to calculate them; Dealing with staff resistance to a metrics program; Tips and suggestions for what to do if inadequate tools and reporting exist; Suggested work plan for how to build your metrics program step-by-step.
In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!
This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.
"Finally, someone tackled the mystery of ITIL metrics and put it all in one place!"
"No theory here?this gives us the real metrics we can easily go after?"
"A fantastic addition to our ITIL reference library and our IT Service Management solution set!"
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