Integrated Measurement - KPIs and Metrics for ITSM: A Narrative Account - Couverture souple

McClean, Daniel

Couverture souple

ISBN 10 : 1849283834 ISBN 13 : 9781849283830

Editeur : IT Governance Publishing, 2013

Synopsis

This book is one of a series covering the implementation of new processes within an organization and how to facilitate behavior changes to make the project a success. This volume deals with the implementation of a KPI management system.

The book cleverly utilizes a narrative story to make the subject matter accessible and engaging for the reader. The characters are fictitious, but the story comes from the author’s own experience and real third party accounts.

A propos du livre

À propos de l'auteur

Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organisation. Daniel has developed and delivered customized ITIL courseware to a number of organisations and was a peer reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.

À propos de la quatrième de couverture

You ve measured your IT performance. Now what?

Companies often turn to Key Performance Indicators (KPIs) to measure performance, but there is a common misconception that the mere act of measurement will change behavior and improve performance.

This book is one of a series covering the implementation of new processes within an organization and how to facilitate behavior changes to make the project a success. This volume deals with the implementation of a KPI management system.

Integrated Measurement KPIs and Metrics for ITSM cleverly utilizes a narrative story to make the subject matter accessible and engaging for the reader. The characters are fictitious, but the story comes from the author s own experience and real third party accounts.

Each chapter ends with conclusions drawn from events in the story, giving the reader a wealth of practical advice on the pitfalls to anticipate and avoid. Readers with little or no ITIL® background will find this book interesting, entertaining and extremely useful in understanding the keys to a successful implementation of a KPI management system.

I really enjoyed it. I couldn t put it down once I had started! Dave Jones, Pink Elephant

Daniel McLean is an ITSM consultant with 20 years experience, the past 10 of which have been spent designing, implementing and operating practical ITSM processes. He has also developed and delivered company-focused ITSM courseware and is the author of several other titles, including The ITSM Iron Triangle: Incidents, Changes and Problems and No One of Us Is As Strong As All of Us: Services, Catalogs and Portfolios.

Détails de l'édition

• Éditeur: IT Governance Publishing
• Date d'édition: 2013
• Langue: anglais
• ISBN 10: 1849283834
• ISBN 13: 9781849283830
• Reliure: Broché
• Nombre de pages: 174
• Coordonnées du fabricant: non disponible
• Personne responsable: gpsr@libri.de; gpsr@libri.de; ; Europaallee 1; Bad Hersfeld; 36244; Allemagne