Implementing Metrics for IT Service Management (ITSM) - Book & Software Templates

The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book “Metrics for IT Service Management” published by Van Haren Publishing. The objectives of the measurement program are to help the reader determine ways to:

• Align IT with business objectives

• Maintain compliance requirements for business operations

• Drive operational efficiencies, effectiveness and quality.

Concepts presented in this book include:

• Continuous improvement i.e. W. Edwards Deming's Plan/Do/Check/Act model

• Top-down design approach for aligning goals and objectives

• Process and service based IT service management approach

• Scalable and flexible fit-for-purpose model with hundreds of sample metrics and scorecards

• Bottom-up reporting of facts, metrics, indicators, scorecards and dashboards

• Aggregation of metrics to formulate key performance indicators

• Accountability and roles based matrix models

• Techniques for comparative, causal and predictive analysis

• Method for filtering improvement initiatives and tracking performance status

• Ability to report performance improvements and derived value based benefits

• Multiple implementation methods and scenarios

• How to check-lists for planning and implementing metrics.

Learning how to implement metrics for ITSM will help provide these advantages:

• Provide the instrumentation for management control

• Make it easier to concentrate what’s important

• Make it easier to spot danger in time to correct it

• Improve moral in an organization by recognizing successes

• Stimulate healthy competition between process owners

• Align IT with the business goals and objectives

• Drive cost efficiencies and effectiveness

• Improve service levels and quality of service increasing satisfaction.

Learning how to implement metrics for ITSM will help provide these benefits:

• Save time - hundreds of metrics, scorecards and dashboards ready for personalization

• Save money - minimal investment approach which can drive significant cost avoidance and savings

• Low risk - helps plan migration path for more costly business intelligence systems reducing risks

• Easy to use - template approach makes it easy to design metrics, scorecards and dashboards

• Peace of mind - built on industry standards using the IT Infrastructure Library ITIL™ of best practices

• Faster results - template approach with methodology provides a path for quick wins.

• Book "Implementing Metrics for IT Service Management"

  • Table of Contents

  • List of Figures

• Software Templates - myKPI Designer© scorecard accelerator - limited version

• ITSM Metrics Training - Learn how to implement metrics for IT service management.

• myKPI Designer© scorecard accelerator - metrics, scorecards and dashboards.

Click URL to purchase the book now. 

http://www.vanharen.net/product_info.php?manufacturers_id=11&products_id=371

If you already purchased a book and wish to purchase a license key to unlock the  itSMF KPI Scorecard© software templates, click Buy Now button.