The Definitive Guide to IT Service Metrics


Book Description

Learn how to integrate IT service metrics into your business and maximize their usage and effectiveness.




Metrics for Service Management:


Book Description

This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.







Implementing Metrics for IT Service Management


Book Description

This book 'Implementing Metrics for IT Service Management' provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL®) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT®) framework and supports ISO/IEC 20000 standards for IT Service Management. This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements. The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book 'Metrics for IT Service Management' also published by Van Haren Publishing.




Metrics for Service Management:


Book Description

This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.




Configuration Management Metrics


Book Description

Configuration Management Metrics: Product Lifecycle and Engineering Documentation Control Process Measurement and Improvement provides a comprehensive discussion of measurements for configuration management/product lifecycle processes. Each chapter outlines one of the most important measures of merit – the need for written policy and procedures. The best of the best practices as to the optimum standards are listed with an opportunity for the reader to check off those that their company has and those they do not. The book first defines the concept of configuration management (CM) and explains its importance. It then discusses the important metrics in the major CM and related processes. These include: new item release; order entry/fulfillment; request for change; bill of material change cost; and field change. Ancillary processes which may or may not be thought of as part of these major processes are also addressed, including deviations, service parts, publications and field failure reporting. - Provides detailed guidance on developing and implementing measurement systems and reports - Demonstrates methods of graphing and charting data, with benchmarks - A practical resource for the development of Engineering Documentation Control processes - Includes basic principles of Product Lifecycle processes and their measurement




Measuring ITSM


Book Description

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!"




Site Reliability Engineering


Book Description

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use




Continual service improvement


Book Description

This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI at a high level and defines its value before describing common methods and techniques. The guidance is written for managers and practitioners at all levels.




The IT Service Management Foundation Exam Guide


Book Description

The IT Service Management Foundation Exam Guide is a practically oriented guide to passing the ITIL v3 Foundation exam. It is designed to work as a supplement to an instructor-led training class or as a tool for self-study.