Implementing Metrics for IT Service Management

Implementing Metrics for IT Service Management PDF Author: David Smith
Publisher: Van Haren
ISBN: 9401801207
Category : Architecture
Languages : en
Pages : 201

Get Book Here

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.

Implementing Metrics for IT Service Management

Implementing Metrics for IT Service Management PDF Author: David Smith
Publisher: Van Haren
ISBN: 9401801207
Category : Architecture
Languages : en
Pages : 201

Get Book Here

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.

The Definitive Guide to IT Service Metrics

The Definitive Guide to IT Service Metrics PDF Author: Kurt McWhirter
Publisher: IT Governance Publishing
ISBN: 1849284067
Category : Business & Economics
Languages : en
Pages : 311

Get Book Here

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

Implementing Metrics For IT Service Management

Implementing Metrics For IT Service Management PDF Author: David Smith
Publisher: Van Haren Publishing
ISBN: 9789087531140
Category : Education
Languages : en
Pages : 0

Get Book Here

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:

Metrics for Service Management: PDF Author: Jan Schilt
Publisher: Van Haren
ISBN: 9401805644
Category : Architecture
Languages : en
Pages : 181

Get Book Here

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.

ITIL V3 Planning to Implement Service Management

ITIL V3 Planning to Implement Service Management PDF Author: Colin Rudd
Publisher: The Stationery Office
ISBN: 9780113311095
Category : Computer networks
Languages : en
Pages : 336

Get Book Here

Book Description
This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.

IT Service Management - Global Best Practices, Volume 1

IT Service Management - Global Best Practices, Volume 1 PDF Author:
Publisher: Van Haren
ISBN: 9401800693
Category : Education
Languages : en
Pages : 661

Get Book Here

Book Description
A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.

Metrics for Service Management:

Metrics for Service Management: PDF Author: Jan Schilt
Publisher: Van Haren
ISBN: 9087536496
Category : Architecture
Languages : en
Pages : 181

Get Book Here

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 Service and Support Management Processes

Implementing Service and Support Management Processes PDF Author: Carrie Higday-Kalmanowitz
Publisher: The Stationery Office
ISBN: 9077212434
Category : Computer service industry
Languages : en
Pages : 444

Get Book Here

Book Description
The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

Continual service improvement

Continual service improvement PDF Author:
Publisher: The Stationery Office
ISBN: 0113310498
Category : Business & Economics
Languages : en
Pages : 240

Get Book Here

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.

Architecture and Patterns for IT Service Management, Resource Planning, and Governance

Architecture and Patterns for IT Service Management, Resource Planning, and Governance PDF Author: Charles T. Betz
Publisher: Elsevier
ISBN: 0123850177
Category : Business & Economics
Languages : en
Pages : 475

Get Book Here

Book Description
IT in a World of Continuous Improvement -- Architecture Approach -- Patterns for the IT Processes -- Patterns for the IT Lifecycles -- APPENDIX A: Extended Definitions for the IT Architectural -- APPENDIX B: Fundamentals of Computing for the Business -- APPENDIX C: Production and Services -- REFERENCES -- INDEX.