Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives [Paperback]

Randy A. Steinberg (Author)

Book Description

Publication Date: January 1, 2001

How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?

Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In this book you will learn about:

Defining and building a comprehensive ITIL metrics program; Which metrics are the most important and how to calculate them; Dealing with staff resistance to a metrics program; Tips and suggestions for what to do if inadequate tools and reporting exist; Suggested work plan for how to build your metrics program step-by-step.

In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!

This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.

"Finally, someone tackled the mystery of ITIL metrics and put it all in one place!"

"No theory here…this gives us the real metrics we can easily go after…"

"A fantastic addition to our ITIL reference library and our IT Service Management solution set!"

Editorial Reviews

About the Author

Randy A. Steinberg has over 25 years experience implementing and managing IT infrastructures and service management solutions at numerous companies around the world. His past roles include a stint as Global Head of Service Management for Reuters, Head of Operations and Support for the Milwaukee Medical Complex and many Lead Manager roles for numerous large client infrastructure implementations for IBM and Accenture clients. Randy has been a frequent speaker at a number of itSMF meetings around the U.S. and was invited to keynote the national itSMF convention in 2004.

Randy is Manager Certified in IT Service Management. He is the co-author of an ITSM methodology and operational framework that was used worldwide by Andersen Consulting. One of his IT Service Management clients received a Malcolm Baldridge award for the quality of their IT services.

Randy is currently a Senior Consultant at Covestic where he leads large scale ITSM efforts for their clients. He has also authored the book Implementing ITIL — Adapting Your Organization to the Coming Revolution in IT Service Management, also available through Trafford Publishing: ISBN 1-4120-6618-2.

Feel free to contact Randy about any ITSM related concerns, issues or recommended changes and additions to this book. They are always welcome. Randy can be reached at [e-mail].

Product Details

• Paperback: 154 pages
• Publisher: Trafford Publishing (January 1, 2001)
• Language: English
• ISBN-10: 1412093929
• ISBN-13: 978-1412093927
• Product Dimensions: 9 x 6 x 0.4 inches
• Shipping Weight: 11.2 ounces (View shipping rates and policies)
• Average Customer Review: 4.2 out of 5 stars  See all reviews (11 customer reviews)
• Amazon Best Sellers Rank: #28,609 in Books (See Top 100 in Books)
  • #46 in Books > Business & Investing > Industries & Professions > MIS
  • #63 in Books > Computers & Technology > Business & Culture > Manager's Guides to Computing

More About the Author

Randy is the National Specialist Leader for Deloitte's ITIL and IT Service Management competency practice. He has over 25 years of extensive hands-on IT Service Management and operations experience gained from many clients around the world. He is the co-author of an ITSM methodology and operational framework formerly used by a major Big 4 consulting firm worldwide. He was an early ITIL champion and served a stint as Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. Randy is also the author of several popular ITIL books: Implementing ITIL, Measuring ITIL, Servicing ITIL and Architecting ITIL. He has also been a frequent speaker around the US for a number of national organizations that focus on IT Service Management.

His background includes all facets of IT service management for operations, applications, supporting technologies and organizational solutions. He holds an ITIL V3 Expert and ITIL V2 Service Manager designation and is also Practitioner and ISO20000 Consultant certified. He is also a certified Project Management Professional (PMP) and has an advanced Graduate Certificate in Process Management. Randy has implemented IT solutions for one client that went on to win a Malcolm Baldrige award for the quality of their IT services. His ITIL implementation experiences span the globe in terms of the clients he has served. He was also an official reviewer for the ITIL Version 3 Service Transition Book.

Customer Reviews

Most Helpful Customer Reviews

11 of 12 people found the following review helpful:

5.0 out of 5 stars ITIL in the trenches..., December 11, 2006

By 

Richard Schmitt "Deputy CIO" (Tallahassee, Florida USA) - See all my reviews
(REAL NAME)   

This review is from: Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives (Paperback)

Folks,
After you have suffered sitting through the courses on the philosohy of ITIL, buy this book, "Measuring ITIL", and also purchase "Visible OPS". These two books will give you a practicum on implementing ITIL for your infrastructure operations. And yes, your IT infrastructure operations will improve as a result!

10 of 11 people found the following review helpful:

5.0 out of 5 stars Excellent resource for IT Metrics Managers, January 9, 2007

By 

Susan D. Heller "Susan D. Heller" (New Jersey, USA) - See all my reviews
(REAL NAME)   

This review is from: Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives (Paperback)

This text presents the components of evaluating your IT Organization with clear and concise terms and offers a practical terms and approach. It is a quick read but extremely informative. It's fully aligned with ITIL but cuts through much of the complexity to provide a clear path for implementing a metrics program.

I highly recommend this book to senior management, the program manager and his/her team and the participants from within the organization that will be charged with identifying Key Performance Indicators and Critical Success factors for their areas of the business.

4 of 4 people found the following review helpful:

2.0 out of 5 stars Short but useful, May 13, 2007

By 

Mad Flava "J" (Detroit) - See all my reviews

This review is from: Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives (Paperback)

Short book that has a quick (1 hour) read. Practical to follow, but short on depth. Get if you want to quickly implement reporting but do not expect details on actual implementation.