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Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives - Couverture souple

Steinberg, Randy A.

 
9781490719450: Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives
Couverture souple
ISBN 10 : 1490719458 ISBN 13 : 9781490719450
Editeur : Trafford, 2013

Synopsis

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"

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

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"

Biographie de l'auteur

Randy has extensive IT service management and operations experience gained from many clients around the world. He authored the ITIL 2011 Service Operation book published worldwide. Passionate about game-changing management practices within the IT industry, Randy is a hands-on IT service management expert helping IT organizations transform their IT infrastructure management strategies and operational practices to meet today's IT challenges. Randy has served in IT leadership roles across many large government, health, financial, manufacturing, and consulting firms, including a role as global head of IT service management for a worldwide media company with 176 operating centers around the globe. He implemented solutions for one company that won a Malcolm Baldrige award for their IT service quality. He continually shares his expertise across the global IT community, frequently speaking and consulting with many IT technology and business organizations to improve their service delivery and operations management practices.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Trafford
Date d'édition
2013
Langue
anglais
ISBN 10 
1490719458
ISBN 13 
9781490719450
Reliure
Broché
Nombre de pages
196
Coordonnées du fabricant
non disponible
Personne responsable
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