Metrics-based Service Management (PDF download)

Product Description

Few existing books on metrics in IT service management present a dynamic, coherent and holistic measurement system. An effective measurement and evaluation system is one of the service manager's key tools. In practice, however, this is often under developed. Managers often do not have experience in this area and are easily inclined to copy metrics from publications, without critical analysis and adaptation to their specific task and organization.

What makes this publication outstanding is its insight into service management system dynamics and the impact on measurement and steering. This title is a great mix of a good theory and practical guidance providing the ingredients to design, build and run a measurement system. It offers a method for designing and applying a balanced system of measurement and reporting, for a set of the most widely adopted IT service management (ITSM) processes.

The initial chapters look at the theoretical basis with case studies, followed by examples of applications. Measurements can supply data for making and verifying decisions, and highlight issues that can be tackled with process adjustments.

A properly built measurement and evaluation system can be of considerable use to organizations. This book is solid guidance for service managers who take metrics seriously

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