Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives - Softcover

Steinberg, Randy A.

 
9781490719450: Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives
Softcover
ISBN 10: 1490719458 ISBN 13: 9781490719450
Verlag: Trafford, 2013

Inhaltsangabe

How do you measure and report your IT services and processes? Which metrics matter the most to senior executives? Finally, here is a book that shows you how! Not theory, 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 the following: Defining and building a comprehensive metrics program; Metrics that are the most important and how to calculate them; How to measure your IT services; Tips and suggestions for what to do if inadequate tools and reporting exist; Suggested approach for how to build your metrics program step-by-step In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use yourself. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! "A comprehensive guide for building any service management metrics program with all the information you need in one place" No theory here . . . this gives us real metrics we can easily go after" "A fantastic addition to our IT service management solution set"

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Verlag
Trafford
Erscheinungsdatum
2013
Sprache
Englisch
ISBN 10 
1490719458
ISBN 13 
9781490719450
Einband
Taschenbuch
Anzahl der Seiten
196
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
gpsr@libri.de
gpsr@libri.de

Friedensallee 273
Hamburg
22763
Deutschland