Metrics-based IT service management /:
"This book's title is 'Metrics-based service management", and we assume measurement is a fundamental component of, and essential for, effective decision making, communication, corrective action, growth, etc. However we wish to emphasise that measurement is not the sole tool at a...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Norwich [UK] :
TSO, a Williams Lea company,
[2022]
|
| Subjects: | |
| Online Access: | DE-862 DE-863 |
| Summary: | "This book's title is 'Metrics-based service management", and we assume measurement is a fundamental component of, and essential for, effective decision making, communication, corrective action, growth, etc. However we wish to emphasise that measurement is not the sole tool at a manager's disposal. Leadership, empathy, communication, process design, willpower, and delegation can help a manager with many professional challenges. All of these provide an opportunity for sound decision-making and motivation. Still, it is measurements that supply data for making and verifying decisions. Measurements pinpoint issues that can be tackled with process adjustments, and assure a reliable foundation for employee motivation. We are convinced, therefore, that a properly built measurement and evaluation system can be of a considerable use to organizations."-- |
| Physical Description: | 1 online resource : color illustrations |
| Bibliography: | Includes bibliographical references. |
| ISBN: | 9780113318377 0113318375 |
Staff View
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| 520 | |a "This book's title is 'Metrics-based service management", and we assume measurement is a fundamental component of, and essential for, effective decision making, communication, corrective action, growth, etc. However we wish to emphasise that measurement is not the sole tool at a manager's disposal. Leadership, empathy, communication, process design, willpower, and delegation can help a manager with many professional challenges. All of these provide an opportunity for sound decision-making and motivation. Still, it is measurements that supply data for making and verifying decisions. Measurements pinpoint issues that can be tackled with process adjustments, and assure a reliable foundation for employee motivation. We are convinced, therefore, that a properly built measurement and evaluation system can be of a considerable use to organizations."-- |c Provided by publisher | ||
| 505 | 0 | |a Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Introduction -- Acknowledgements -- Chapter 1: Service management and measurements -- 1.1 Services -- 1.2 IT service management system -- 1.3 Dimensions and methods of measurement and evaluation -- 1.4 A word of caution -- Chapter 2: Measurement and evaluation systems -- 2.1 Measurement and metrics -- 2.2 Types of metrics -- 2.3 Methods of measurement -- 2.4 Key performance indicators -- 2.5 KPI scorecards -- 2.6 Forming a measurement and evaluation system --Chapter 3: Measuring and evaluating service quality -- 3.1 Service level and quality -- 3.2 The service action method -- 3.3 Customer requirements as the basis for service quality measurement -- 3.4 Method for building a service measurement and evaluation system -- 3.5 Service quality reporting -- Chapter 4: Measuring and evaluating service management processes -- 4.1 Incident and request management -- 4.2 Problem management -- 4.3 Configuration management -- 4.4 Change management -- 4.5 Service catalogue and service level management -- 4.6 Why we chose these processes -- Chapter 5: Service management system dynamics -- 5.1 Fragmented nature -- 5.2 Mutual influence -- 5.3 Introduction to system dynamics -- 5.4 System dynamics toolset -- 5.5 Metrics development and verification -- 5.6 System structures of processes -- 5.7 Building a measurement and evaluation system (expanded method) -- Chapter 6: Reports and dashboards -- 6.1 Types of reports -- 6.2 Report design method -- 6.3 A sample incident management dashboard -- Chapter 7: Employee performance evaluation system -- 7.1 Requirements for an employee performance evaluation system -- 7.2 Personal performance agreement -- 7.3 Personalized weights for process indicators -- 7.4 Aggregation algorithms -- 7.5 Aggregation colour-coding -- 7.6 Summary -- Chapter 8: In conclusion -- Glossary -- References -- Notes | |
| 504 | |a Includes bibliographical references. | ||
| 650 | 0 | |a Information technology |x Management. |0 http://id.loc.gov/authorities/subjects/sh2008006980 | |
| 650 | 0 | |a Support services (Management) |0 http://id.loc.gov/authorities/subjects/sh98006163 | |
| 650 | 0 | |a Computer service industry |x Management. | |
| 650 | 6 | |a Technologie de l'information |x Gestion. | |
| 650 | 6 | |a Services de soutien (Gestion) | |
| 650 | 6 | |a Services informatiques |x Gestion. | |
| 650 | 7 | |a Computer service industry |x Management |2 fast | |
| 650 | 7 | |a Information technology |x Management |2 fast | |
| 650 | 7 | |a Support services (Management) |2 fast | |
| 700 | 1 | |a Demin, Pavel, |e author. |0 http://id.loc.gov/authorities/names/nb2022011906 | |
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| author | Isaychenko, Dmitriy Demin, Pavel |
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| contents | Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Introduction -- Acknowledgements -- Chapter 1: Service management and measurements -- 1.1 Services -- 1.2 IT service management system -- 1.3 Dimensions and methods of measurement and evaluation -- 1.4 A word of caution -- Chapter 2: Measurement and evaluation systems -- 2.1 Measurement and metrics -- 2.2 Types of metrics -- 2.3 Methods of measurement -- 2.4 Key performance indicators -- 2.5 KPI scorecards -- 2.6 Forming a measurement and evaluation system --Chapter 3: Measuring and evaluating service quality -- 3.1 Service level and quality -- 3.2 The service action method -- 3.3 Customer requirements as the basis for service quality measurement -- 3.4 Method for building a service measurement and evaluation system -- 3.5 Service quality reporting -- Chapter 4: Measuring and evaluating service management processes -- 4.1 Incident and request management -- 4.2 Problem management -- 4.3 Configuration management -- 4.4 Change management -- 4.5 Service catalogue and service level management -- 4.6 Why we chose these processes -- Chapter 5: Service management system dynamics -- 5.1 Fragmented nature -- 5.2 Mutual influence -- 5.3 Introduction to system dynamics -- 5.4 System dynamics toolset -- 5.5 Metrics development and verification -- 5.6 System structures of processes -- 5.7 Building a measurement and evaluation system (expanded method) -- Chapter 6: Reports and dashboards -- 6.1 Types of reports -- 6.2 Report design method -- 6.3 A sample incident management dashboard -- Chapter 7: Employee performance evaluation system -- 7.1 Requirements for an employee performance evaluation system -- 7.2 Personal performance agreement -- 7.3 Personalized weights for process indicators -- 7.4 Aggregation algorithms -- 7.5 Aggregation colour-coding -- 7.6 Summary -- Chapter 8: In conclusion -- Glossary -- References -- Notes |
| ctrlnum | (OCoLC)1348636354 |
| dewey-full | 658.4038 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4038 |
| dewey-search | 658.4038 |
| dewey-sort | 3658.4038 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| id | ZDB-4-EBU-on1348636354 |
| illustrated | Illustrated |
| indexdate | 2025-03-18T14:28:14Z |
| institution | BVB |
| isbn | 9780113318377 0113318375 |
| language | English |
| oclc_num | 1348636354 |
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| spelling | Isaychenko, Dmitriy, author. Metrics-based IT service management / Dmitriy Isaychenko and Pavel Demin. Norwich [UK] : TSO, a Williams Lea company, [2022] 1 online resource : color illustrations text txt rdacontent computer c rdamedia online resource cr rdacarrier "This book's title is 'Metrics-based service management", and we assume measurement is a fundamental component of, and essential for, effective decision making, communication, corrective action, growth, etc. However we wish to emphasise that measurement is not the sole tool at a manager's disposal. Leadership, empathy, communication, process design, willpower, and delegation can help a manager with many professional challenges. All of these provide an opportunity for sound decision-making and motivation. Still, it is measurements that supply data for making and verifying decisions. Measurements pinpoint issues that can be tackled with process adjustments, and assure a reliable foundation for employee motivation. We are convinced, therefore, that a properly built measurement and evaluation system can be of a considerable use to organizations."-- Provided by publisher Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Introduction -- Acknowledgements -- Chapter 1: Service management and measurements -- 1.1 Services -- 1.2 IT service management system -- 1.3 Dimensions and methods of measurement and evaluation -- 1.4 A word of caution -- Chapter 2: Measurement and evaluation systems -- 2.1 Measurement and metrics -- 2.2 Types of metrics -- 2.3 Methods of measurement -- 2.4 Key performance indicators -- 2.5 KPI scorecards -- 2.6 Forming a measurement and evaluation system --Chapter 3: Measuring and evaluating service quality -- 3.1 Service level and quality -- 3.2 The service action method -- 3.3 Customer requirements as the basis for service quality measurement -- 3.4 Method for building a service measurement and evaluation system -- 3.5 Service quality reporting -- Chapter 4: Measuring and evaluating service management processes -- 4.1 Incident and request management -- 4.2 Problem management -- 4.3 Configuration management -- 4.4 Change management -- 4.5 Service catalogue and service level management -- 4.6 Why we chose these processes -- Chapter 5: Service management system dynamics -- 5.1 Fragmented nature -- 5.2 Mutual influence -- 5.3 Introduction to system dynamics -- 5.4 System dynamics toolset -- 5.5 Metrics development and verification -- 5.6 System structures of processes -- 5.7 Building a measurement and evaluation system (expanded method) -- Chapter 6: Reports and dashboards -- 6.1 Types of reports -- 6.2 Report design method -- 6.3 A sample incident management dashboard -- Chapter 7: Employee performance evaluation system -- 7.1 Requirements for an employee performance evaluation system -- 7.2 Personal performance agreement -- 7.3 Personalized weights for process indicators -- 7.4 Aggregation algorithms -- 7.5 Aggregation colour-coding -- 7.6 Summary -- Chapter 8: In conclusion -- Glossary -- References -- Notes Includes bibliographical references. Information technology Management. http://id.loc.gov/authorities/subjects/sh2008006980 Support services (Management) http://id.loc.gov/authorities/subjects/sh98006163 Computer service industry Management. Technologie de l'information Gestion. Services de soutien (Gestion) Services informatiques Gestion. Computer service industry Management fast Information technology Management fast Support services (Management) fast Demin, Pavel, author. http://id.loc.gov/authorities/names/nb2022011906 |
| spellingShingle | Isaychenko, Dmitriy Demin, Pavel Metrics-based IT service management / Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Introduction -- Acknowledgements -- Chapter 1: Service management and measurements -- 1.1 Services -- 1.2 IT service management system -- 1.3 Dimensions and methods of measurement and evaluation -- 1.4 A word of caution -- Chapter 2: Measurement and evaluation systems -- 2.1 Measurement and metrics -- 2.2 Types of metrics -- 2.3 Methods of measurement -- 2.4 Key performance indicators -- 2.5 KPI scorecards -- 2.6 Forming a measurement and evaluation system --Chapter 3: Measuring and evaluating service quality -- 3.1 Service level and quality -- 3.2 The service action method -- 3.3 Customer requirements as the basis for service quality measurement -- 3.4 Method for building a service measurement and evaluation system -- 3.5 Service quality reporting -- Chapter 4: Measuring and evaluating service management processes -- 4.1 Incident and request management -- 4.2 Problem management -- 4.3 Configuration management -- 4.4 Change management -- 4.5 Service catalogue and service level management -- 4.6 Why we chose these processes -- Chapter 5: Service management system dynamics -- 5.1 Fragmented nature -- 5.2 Mutual influence -- 5.3 Introduction to system dynamics -- 5.4 System dynamics toolset -- 5.5 Metrics development and verification -- 5.6 System structures of processes -- 5.7 Building a measurement and evaluation system (expanded method) -- Chapter 6: Reports and dashboards -- 6.1 Types of reports -- 6.2 Report design method -- 6.3 A sample incident management dashboard -- Chapter 7: Employee performance evaluation system -- 7.1 Requirements for an employee performance evaluation system -- 7.2 Personal performance agreement -- 7.3 Personalized weights for process indicators -- 7.4 Aggregation algorithms -- 7.5 Aggregation colour-coding -- 7.6 Summary -- Chapter 8: In conclusion -- Glossary -- References -- Notes Information technology Management. http://id.loc.gov/authorities/subjects/sh2008006980 Support services (Management) http://id.loc.gov/authorities/subjects/sh98006163 Computer service industry Management. Technologie de l'information Gestion. Services de soutien (Gestion) Services informatiques Gestion. Computer service industry Management fast Information technology Management fast Support services (Management) fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh2008006980 http://id.loc.gov/authorities/subjects/sh98006163 |
| title | Metrics-based IT service management / |
| title_auth | Metrics-based IT service management / |
| title_exact_search | Metrics-based IT service management / |
| title_full | Metrics-based IT service management / Dmitriy Isaychenko and Pavel Demin. |
| title_fullStr | Metrics-based IT service management / Dmitriy Isaychenko and Pavel Demin. |
| title_full_unstemmed | Metrics-based IT service management / Dmitriy Isaychenko and Pavel Demin. |
| title_short | Metrics-based IT service management / |
| title_sort | metrics based it service management |
| topic | Information technology Management. http://id.loc.gov/authorities/subjects/sh2008006980 Support services (Management) http://id.loc.gov/authorities/subjects/sh98006163 Computer service industry Management. Technologie de l'information Gestion. Services de soutien (Gestion) Services informatiques Gestion. Computer service industry Management fast Information technology Management fast Support services (Management) fast |
| topic_facet | Information technology Management. Support services (Management) Computer service industry Management. Technologie de l'information Gestion. Services de soutien (Gestion) Services informatiques Gestion. Computer service industry Management Information technology Management |
| work_keys_str_mv | AT isaychenkodmitriy metricsbaseditservicemanagement AT deminpavel metricsbaseditservicemanagement |