- Paperback: 202 pages
- Publisher: Van Haren Publishing (January 31, 2006)
- Language: English
- ISBN-10: 9077212698
- ISBN-13: 978-9077212691
- Product Dimensions: 6.7 x 0.5 x 9.4 inches
- Shipping Weight: 15.2 ounces (View shipping rates and policies)
- Average Customer Review: 7 customer reviews
- Amazon Best Sellers Rank: #1,185,529 in Books (See Top 100 in Books)
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Metrics for IT Service Management
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If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it --G. Kieliszek, Healthcare CIO (Amazon)
'This is more than a book, it's a practical, useable A to Z; of IT Service Management Metrics! Peter Brooks (Author) has given us all a crystal clear view of a neglected, blurred piece of the IT Service Management puzzle. As a Principal ITSM Consultant working for Foster-Melliar in South Africa I am continuously disappointed by the many ITSM books produced that generally regurgitate what is already known by many in the industry. Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of 'How' to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective. I don't carry many books around with me, this one, I most certainly will!!' --Ian Clark Principal ITSM Consultant Foster-Melliar
'With all the focus on IT Governance and IT Business process management. It is easy to see why metric are becoming hugely important for the management of organisations. In reality however, getting the right set of metrics in place is by no means a simple exercise. Metrics for IT service organisations can be a great help. Using ITIL as the basis the book lists many useful examples of metrics. But what is more important, is that it gives us insight into to creation of 'good' metrics and the dangers of 'bad' metrics.' --Emma Speakman IT BPM consultant SA/NL/UK
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If in sales, think about how this information can help you provide improvements and measurable services/solutions to your clients.
If in delivery/management, consider how this information can help you understand a consistent version of the truth and monitor your operations and improvement.
In vendor management, there is information here of value to improve your relationships and value of suppliers.
The flow of the book is logical, and defines key topics such as:
- What are metrics all about?
- Why/where/who/and how to use metrics.
- Metric design
- Integrating metrics into related areas including governance, COBIT, Six Sigma, and more.
In addition, operational definitions of metrics for the following ITIL and related processes are provided:
- Incident Management
- Service Desks
- Configuration Management
- Change Management
- Release Management
- Operations Management/ICT Infrastructure Management
- Service Level Management
- Problem Management
- Financial Management for IT services
- Capacity Management
- IT Service Continuity Management
- Availability Management
- Security Management
- Continuous Service Improvement Programs
- Risk Management
- Documentation Management
- Competence, Awareness, and Training (CAT)
- Program & Project Management
- Business Perspective Metrics (including business and supplier relationship management metrics, and more).
Each reference metric provides a:
- Danger value
- Target value
- Possible values
Within the book, are examples of formulas for calculating metrics, as well as examples of good and bad metrics.
There are also repeated clear caveats about going overboard on metrics and ensuring that what is measured, is used, and has value. As an example, chapter 11 "Continuous Improvement with Metrics" states "It is important to understand exactly what actions can be taken if a particular metric delivers a result that is outside the desired range. If there is no particular action then it is better not to collect the metric. It costs money to collect information and this is justified only if the information is useful."
All in all, this a fine reference source with appropriate balance and pointers toward more information (e.g. COSO, COBIT, et al) when necessary.
If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it.