Measuring ITIL: measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Victoria, BC [u.a.]
Trafford Publ.
2006
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 154 S. graph. Darst. 1 CD-ROM (12 cm) |
| ISBN: | 1412093929 |
Staff View
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| 245 | 1 | 0 | |a Measuring ITIL |b measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives |c Randy A. Steinberg |
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Record in the Search Index
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| adam_text | Titel: Measuring ITIL
Autor: Steinberg, Randy A.
Jahr: 2006
Table of Contents
Chapter 1
Book Overview 1
1.1 Why This Book Was Written 1
1.2 Contents of the CD Included With This Book 3
1.3 Book Chapters in Brief 4
Chapter 2
An Overview of ITSM Metrics 7
2.1 The Importance of ITSM Metrics 7
2.2 What Are The Metrics That Matter? 9
2.3 Resistance to Using ITSM Metrics 12
2.4 Benefits of Using ITSM Metrics That Matter 16
Chapter 3
The ITSM Metrics Model 19
3.1 Categories of Metrics 19
3.2 Operational Metrics 21
3.3 Key Performance Indicators (KPIs) 21
3.4 Tolerances 23
3.5 Critical Success Factors (CSFs) 24
3.6 Dashboards 25
3.7 Outcomes 29
3.8 What-Ifs 31
3.9 Analytical • 33
3.10 Other 34
Chapter 4
Incident Management Metrics 35
4.1 Operational Metrics 35
4.2 Key Performance Indicators (KPIs) 37
4.3 Why These Metrics (KPIs) Matter 38
4.4 Critical Success Factors (CSFs) 39
Chapters
Problem Management Metrics 41
5.1 Operational Metrics 41
5.2 Key Performance Indicators (KPIs) 43
5.3 Why These Metrics (KPIs) Matter 44
5.4 Critical Success Factors (CSFs) 45
Chapter 6
Change Management Metrics 47
6.1 Operational Metrics 47
6.2 Key Performance Indicators (KPIs) 49
6.3 Why These Metrics (KPIs) Matter 50
6.4 Critical Success Factors (CSFs) 51
Chapter 7
Release Management Metrics 53
7.1 Operational Metrics 53
7.2 Key Performance Indicators (KPIs) 55
7.3 Why These Metrics (KPIs) Matter 56
7.4 Critical Success Factors (CSFs) 57
Chapter 8
Configuration Management Metrics 59
8.1 Operational Metrics 59
8.2 Key Performance Indicators (KPIs) 61
8.3 Why These Metrics (KPIs) Matter 62
8.4 Critical Success Factors (CSFs) 63
Chapter 9
Service Desk Metrics 65
9.1 Operational Metrics 65
9.2 Key Performance Indicators (KPIs) 67
9.3 Why These Metrics (KPIs) Matter 68
9.4 Critical Success Factors (CSFs) 69
Chapter 10
Service Level Management Metrics 71
10.1 Operational Metrics 71
10.2 Key Performance Indicators (KPIs) 73
10.3 Why These Metrics (KPIs) Matter 74
10.4 Critical Success Factors (CSFs) 75
Chapter 11
Availability Management Metrics 77
11.1 Operational Metrics 77
11.2 Key Performance Indicators (KPIs) 79
11.3 Why These Metrics (KPIs) Matter 80
11.4 Critical Success Factors (CSFs) 81
Chapter 12
Capacity Management Metrics 83
12.1 Operational Metrics 83
12.2 Key Performance Indicators (KPIs) 85
12.3 Why These Metrics (KPIs) Matter 86
12.4 Critical Success Factors (CSFs) 87
Chapter 13
IT Service Continuity Management Metrics 89
13.1 Operational Metrics 89
13.2 Key Performance Indicators (KPIs) 91
13.3 Why These Metrics (KPIs) Matter 92
13.4 Critical Success Factors (CSFs) 93
Chapter 14
IT Financial Management Metrics 95
14.1 Operational Metrics 95
14.2 Key Performance Indicators (KPIs) 97
14.3 Why These Metrics (KPIs) Matter 98
14.4 Critical Success Factors (CSFs) 99
Chapter 15
IT Workforce Management Metrics 101
15.1 Operational Metrics 101
15.2 Key Performance Indicators (KPIs) 103
15.3 Why These Metrics (KPIs) Matter 104
15.4 Critical Success Factors (CSFs) 105
Chapter 16
Alternatives If Few Metrics Available 107
16.1 Establishing a Minimal Metrics Program 107
16.2 Use Indicators 110
16.3 Random or Scheduled Inspection Results 111
16.4 Analogous Measures 112
16.5 Programmed Measures 113
16.6 Audit Results 114
16.7 Considerations for Using Minimal Metrics 115
Chapter 17
Using the DICE Model Tool 117
17.1 DICE Model Overview 117
17.2 Installing the Model 119
17.3 How to Use the DICE Model 120
17.4 Interpreting the Model Results 120
17.5 Projects with Low Likelihood of Success 121
Chapter 18
Using the ITSM Metrics Model Tool 123
18.1 LTSM Metrics Model Tool Overview 123
18.2 Installing the Model 125
18.3 How to Use the ITSM Metrics Model Tool 126
18.4 Interpreting the Model Results 129
18.5 Modeling Business Decisions 133
Chapter 19
Implementing an ITSM Metrics Program 135
19.1 ITSM Metrics Program End State 135
19.2 Work Breakdown Structure 141
19.3 Implementation Approach 143
About the Author 153
|
| adam_txt |
Titel: Measuring ITIL
Autor: Steinberg, Randy A.
Jahr: 2006
Table of Contents
Chapter 1
Book Overview 1
1.1 Why This Book Was Written 1
1.2 Contents of the CD Included With This Book 3
1.3 Book Chapters in Brief 4
Chapter 2
An Overview of ITSM Metrics 7
2.1 The Importance of ITSM Metrics 7
2.2 What Are The Metrics That Matter? 9
2.3 Resistance to Using ITSM Metrics 12
2.4 Benefits of Using ITSM Metrics That Matter 16
Chapter 3
The ITSM Metrics Model 19
3.1 Categories of Metrics 19
3.2 Operational Metrics 21
3.3 Key Performance Indicators (KPIs) 21
3.4 Tolerances 23
3.5 Critical Success Factors (CSFs) 24
3.6 Dashboards 25
3.7 Outcomes 29
3.8 What-Ifs 31
3.9 Analytical • 33
3.10 Other 34
Chapter 4
Incident Management Metrics 35
4.1 Operational Metrics 35
4.2 Key Performance Indicators (KPIs) 37
4.3 Why These Metrics (KPIs) Matter 38
4.4 Critical Success Factors (CSFs) 39
Chapters
Problem Management Metrics 41
5.1 Operational Metrics 41
5.2 Key Performance Indicators (KPIs) 43
5.3 Why These Metrics (KPIs) Matter 44
5.4 Critical Success Factors (CSFs) 45
Chapter 6
Change Management Metrics 47
6.1 Operational Metrics 47
6.2 Key Performance Indicators (KPIs) 49
6.3 Why These Metrics (KPIs) Matter 50
6.4 Critical Success Factors (CSFs) 51
Chapter 7
Release Management Metrics 53
7.1 Operational Metrics 53
7.2 Key Performance Indicators (KPIs) 55
7.3 Why These Metrics (KPIs) Matter 56
7.4 Critical Success Factors (CSFs) 57
Chapter 8
Configuration Management Metrics 59
8.1 Operational Metrics 59
8.2 Key Performance Indicators (KPIs) 61
8.3 Why These Metrics (KPIs) Matter 62
8.4 Critical Success Factors (CSFs) 63
Chapter 9
Service Desk Metrics 65
9.1 Operational Metrics 65
9.2 Key Performance Indicators (KPIs) 67
9.3 Why These Metrics (KPIs) Matter 68
9.4 Critical Success Factors (CSFs) 69
Chapter 10
Service Level Management Metrics 71
10.1 Operational Metrics 71
10.2 Key Performance Indicators (KPIs) 73
10.3 Why These Metrics (KPIs) Matter 74
10.4 Critical Success Factors (CSFs) 75
Chapter 11
Availability Management Metrics 77
11.1 Operational Metrics 77
11.2 Key Performance Indicators (KPIs) 79
11.3 Why These Metrics (KPIs) Matter 80
11.4 Critical Success Factors (CSFs) 81
Chapter 12
Capacity Management Metrics 83
12.1 Operational Metrics 83
12.2 Key Performance Indicators (KPIs) 85
12.3 Why These Metrics (KPIs) Matter 86
12.4 Critical Success Factors (CSFs) 87
Chapter 13
IT Service Continuity Management Metrics 89
13.1 Operational Metrics 89
13.2 Key Performance Indicators (KPIs) 91
13.3 Why These Metrics (KPIs) Matter 92
13.4 Critical Success Factors (CSFs) 93
Chapter 14
IT Financial Management Metrics 95
14.1 Operational Metrics 95
14.2 Key Performance Indicators (KPIs) 97
14.3 Why These Metrics (KPIs) Matter 98
14.4 Critical Success Factors (CSFs) 99
Chapter 15
IT Workforce Management Metrics 101
15.1 Operational Metrics 101
15.2 Key Performance Indicators (KPIs) 103
15.3 Why These Metrics (KPIs) Matter 104
15.4 Critical Success Factors (CSFs) 105
Chapter 16
Alternatives If Few Metrics Available 107
16.1 Establishing a Minimal Metrics Program 107
16.2 Use Indicators 110
16.3 Random or Scheduled Inspection Results 111
16.4 Analogous Measures 112
16.5 Programmed Measures 113
16.6 Audit Results 114
16.7 Considerations for Using Minimal Metrics 115
Chapter 17
Using the DICE Model Tool 117
17.1 DICE Model Overview 117
17.2 Installing the Model 119
17.3 How to Use the DICE Model 120
17.4 Interpreting the Model Results 120
17.5 Projects with Low Likelihood of Success 121
Chapter 18
Using the ITSM Metrics Model Tool 123
18.1 LTSM Metrics Model Tool Overview 123
18.2 Installing the Model 125
18.3 How to Use the ITSM Metrics Model Tool 126
18.4 Interpreting the Model Results 129
18.5 Modeling Business Decisions 133
Chapter 19
Implementing an ITSM Metrics Program 135
19.1 ITSM Metrics Program End State 135
19.2 Work Breakdown Structure 141
19.3 Implementation Approach 143
About the Author 153 |
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| spelling | Steinberg, Randy A. Verfasser aut Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives Randy A. Steinberg Victoria, BC [u.a.] Trafford Publ. 2006 154 S. graph. Darst. 1 CD-ROM (12 cm) txt rdacontent n rdamedia nc rdacarrier Computer technical support Information technology Management Support services (Management) IT infrastructure library (DE-588)4778548-2 gnd rswk-swf IT infrastructure library (DE-588)4778548-2 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015022617&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Steinberg, Randy A. Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives Computer technical support Information technology Management Support services (Management) IT infrastructure library (DE-588)4778548-2 gnd |
| subject_GND | (DE-588)4778548-2 |
| title | Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives |
| title_auth | Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives |
| title_exact_search | Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives |
| title_exact_search_txtP | Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives |
| title_full | Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives Randy A. Steinberg |
| title_fullStr | Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives Randy A. Steinberg |
| title_full_unstemmed | Measuring ITIL measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives Randy A. Steinberg |
| title_short | Measuring ITIL |
| title_sort | measuring itil measuring reporting and modeling the it service management metrics that matter most to it senior executives |
| title_sub | measuring, reporting and modeling the IT service management metrics that matter most to IT senior executives |
| topic | Computer technical support Information technology Management Support services (Management) IT infrastructure library (DE-588)4778548-2 gnd |
| topic_facet | Computer technical support Information technology Management Support services (Management) IT infrastructure library |
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