The definitive guide to IT service metrics /:
The ultimate reference guide to IT Service Metrics Co-published by IT Governance Ltd and itSMF USA IT service metrics: Manage them. Measure them. Make them work for you. Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our b...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Cambridgeshire, Ely, U.K. :
IT Governance Publishing,
2012.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | The ultimate reference guide to IT Service Metrics Co-published by IT Governance Ltd and itSMF USA IT service metrics: Manage them. Measure them. Make them work for you. Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business? Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business - this book will show you how to do this, too. How to measure the effectiveness of your IT service provision Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to: Ensure economical use of resources through greater understanding of current performance Identify areas for improvement Justify (or otherwise) and manage expenditure Inform the decision-making process and drive change within the organization Save money by reducing waste (resource, time, money, etc.) Fine-tune the services offered, thereby strengthening customer loyalty. Based on ITIL® and other service management frameworks and standards Up-to-date, based on the ITIL® framework, as well as COBIT®, PMI®, ISO/IEC 20000 and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you: How to integrate metrics into your business What to consider when gathering and reporting information How to maximize the usage of metrics in order to ensure value for money from the system How to secure and protect your company's metrics. ""Working with the book helped me tremendously as I was putting together my CSI data for our business units. The book is very comprehensive and detailed but has thorough explanations so as not to be overwhelming."" George Nawara, Global Process Design Architect, Wolters Kluwer ""If you are going to call your book The Definitive Guide to IT Service Metrics, this is how you do it. 304 pages, 192 metrics described, 29 areas addressed. This is the broadest range of measures of any ITSM metrics book I have seen. Kurt McWhirter and Ted Gaughan have delivered on the title of their book!"" Roger Williams, itSMF USA Member " |
| Beschreibung: | 1 online resource |
| Bibliographie: | Includes bibliographical references. |
| ISBN: | 9781849284066 1849284067 9781849284073 1849284075 |
Internformat
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| id | ZDB-4-EBA-ocn827740981 |
| illustrated | Illustrated |
| indexdate | 2024-11-27T13:25:11Z |
| institution | BVB |
| isbn | 9781849284066 1849284067 9781849284073 1849284075 |
| language | English |
| oclc_num | 827740981 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource |
| psigel | ZDB-4-EBA |
| publishDate | 2012 |
| publishDateSearch | 2012 |
| publishDateSort | 2012 |
| publisher | IT Governance Publishing, |
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| spelling | McWhirter, Kurt. http://id.loc.gov/authorities/names/no2012137336 The definitive guide to IT service metrics / Kurt McWhirter and Ted Gaughan. Cambridgeshire, Ely, U.K. : IT Governance Publishing, 2012. 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references. Using metrics -- Service strategy metrics -- Service design metrics -- Service transition metrics -- Service operation metrics -- Additional metrics. The ultimate reference guide to IT Service Metrics Co-published by IT Governance Ltd and itSMF USA IT service metrics: Manage them. Measure them. Make them work for you. Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business? Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business - this book will show you how to do this, too. How to measure the effectiveness of your IT service provision Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to: Ensure economical use of resources through greater understanding of current performance Identify areas for improvement Justify (or otherwise) and manage expenditure Inform the decision-making process and drive change within the organization Save money by reducing waste (resource, time, money, etc.) Fine-tune the services offered, thereby strengthening customer loyalty. Based on ITIL® and other service management frameworks and standards Up-to-date, based on the ITIL® framework, as well as COBIT®, PMI®, ISO/IEC 20000 and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you: How to integrate metrics into your business What to consider when gathering and reporting information How to maximize the usage of metrics in order to ensure value for money from the system How to secure and protect your company's metrics. ""Working with the book helped me tremendously as I was putting together my CSI data for our business units. The book is very comprehensive and detailed but has thorough explanations so as not to be overwhelming."" George Nawara, Global Process Design Architect, Wolters Kluwer ""If you are going to call your book The Definitive Guide to IT Service Metrics, this is how you do it. 304 pages, 192 metrics described, 29 areas addressed. This is the broadest range of measures of any ITSM metrics book I have seen. Kurt McWhirter and Ted Gaughan have delivered on the title of their book!"" Roger Williams, itSMF USA Member " Information technology Management. http://id.loc.gov/authorities/subjects/sh2008006980 Management information systems. http://id.loc.gov/authorities/subjects/sh85080359 Support services (Management) http://id.loc.gov/authorities/subjects/sh98006163 Technologie de l'information Gestion. Systèmes d'information de gestion. Services de soutien (Gestion) COMPUTERS Computer Literacy. bisacsh COMPUTERS Computer Science. bisacsh COMPUTERS Data Processing. bisacsh COMPUTERS Hardware General. bisacsh COMPUTERS Information Technology. bisacsh COMPUTERS Machine Theory. bisacsh COMPUTERS Reference. bisacsh COMPUTERS General. bisacsh Information technology Management fast Management information systems fast Support services (Management) fast IT metrics. IT service management. ITIL 2011. ITIL lifecycle. ITIL. ITSM metrics. ITSM. Gaughan, Ted. aut has work: The definitive guide to IT service metrics (Text) https://id.oclc.org/worldcat/entity/E39PCFV7vGrb8dRXqPyDyRWjQ3 https://id.oclc.org/worldcat/ontology/hasWork Print version: Definitive Guide to It Service Metrics. It Governance Pub 2012 9781849284059 (OCoLC)810111646 FWS01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=571571 Volltext |
| spellingShingle | McWhirter, Kurt Gaughan, Ted The definitive guide to IT service metrics / Using metrics -- Service strategy metrics -- Service design metrics -- Service transition metrics -- Service operation metrics -- Additional metrics. Information technology Management. http://id.loc.gov/authorities/subjects/sh2008006980 Management information systems. http://id.loc.gov/authorities/subjects/sh85080359 Support services (Management) http://id.loc.gov/authorities/subjects/sh98006163 Technologie de l'information Gestion. Systèmes d'information de gestion. Services de soutien (Gestion) COMPUTERS Computer Literacy. bisacsh COMPUTERS Computer Science. bisacsh COMPUTERS Data Processing. bisacsh COMPUTERS Hardware General. bisacsh COMPUTERS Information Technology. bisacsh COMPUTERS Machine Theory. bisacsh COMPUTERS Reference. bisacsh COMPUTERS General. bisacsh Information technology Management fast Management information systems fast Support services (Management) fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh2008006980 http://id.loc.gov/authorities/subjects/sh85080359 http://id.loc.gov/authorities/subjects/sh98006163 |
| title | The definitive guide to IT service metrics / |
| title_auth | The definitive guide to IT service metrics / |
| title_exact_search | The definitive guide to IT service metrics / |
| title_full | The definitive guide to IT service metrics / Kurt McWhirter and Ted Gaughan. |
| title_fullStr | The definitive guide to IT service metrics / Kurt McWhirter and Ted Gaughan. |
| title_full_unstemmed | The definitive guide to IT service metrics / Kurt McWhirter and Ted Gaughan. |
| title_short | The definitive guide to IT service metrics / |
| title_sort | definitive guide to it service metrics |
| topic | Information technology Management. http://id.loc.gov/authorities/subjects/sh2008006980 Management information systems. http://id.loc.gov/authorities/subjects/sh85080359 Support services (Management) http://id.loc.gov/authorities/subjects/sh98006163 Technologie de l'information Gestion. Systèmes d'information de gestion. Services de soutien (Gestion) COMPUTERS Computer Literacy. bisacsh COMPUTERS Computer Science. bisacsh COMPUTERS Data Processing. bisacsh COMPUTERS Hardware General. bisacsh COMPUTERS Information Technology. bisacsh COMPUTERS Machine Theory. bisacsh COMPUTERS Reference. bisacsh COMPUTERS General. bisacsh Information technology Management fast Management information systems fast Support services (Management) fast |
| topic_facet | Information technology Management. Management information systems. Support services (Management) Technologie de l'information Gestion. Systèmes d'information de gestion. Services de soutien (Gestion) COMPUTERS Computer Literacy. COMPUTERS Computer Science. COMPUTERS Data Processing. COMPUTERS Hardware General. COMPUTERS Information Technology. COMPUTERS Machine Theory. COMPUTERS Reference. COMPUTERS General. Information technology Management Management information systems |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=571571 |
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