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The Amazon Store at MillionDollarPetPix.com ( In association with Amazon.com )Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives Availability: Usually ships in 24 hours
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Binding: PaperbackDewey Decimal Number: 621 EAN: 9781412093927 ISBN: 1412093929 Label: Trafford Publishing Manufacturer: Trafford Publishing Number Of Items: 1 Number Of Pages: 154 Publication Date: August 02, 2006 Publisher: Trafford Publishing Release Date: January 01, 2001 Studio: Trafford Publishing Related Items:
Editorial Review: Product Description: 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!" Average Rating:
 Rating: - Add it to your ITIL collectionI too agree with previous reviewers of this book. Unlike many ITIL books, you are quickly given Key Performance Indicators and Critical Success Factors that you and your team members can use and build on. I found that the included ITSM Metrics Model spreadsheet tool to be of some use. I was very surprised and disappointed that it can't be built upon/extended since the write permissions have been locked. However, I didn't find the included DICE model spreadsheet tool very ... Read More Rating:  - Cliff notes for ITSM metrics - Stands on its own but is better as a complementary textWouldn't it be nice if you knew what you desired to measure and analyze prior to rolling out new ITSM processes or their enabling tools? What if you have no former point of reference or an entire lack of metrics? You could start from scratch or use this book as a starting point and modify accordingly. The later option will provide more time for determining how best to capture, disseminate, report and conduct trending - which is what you really care about anyways... Don't expect a silver ... Read More Rating: - Schaum's Outline Guide to ITIL MetricsRandy Stienberg gets to the heart of the measurement and metrics very quickly with practical lists. I found the information to be an instant hit with my customer management and my team. -Arun Rating:  - Short but usefulShort 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. Rating: - I like it, but yet to prove out if these metrics really matterThis book is set up clearly within the ITIL framework, and a co-worker and I now call this book our "bible" as we review our organizational metrics. However, one thing I found annoying about this book is that answers are posed in the form of a question. Example: the KPI is Incident Labor Utiliation Rate and the Question Being Answered is How much available labor is spent handling incidents? The question I get is what does is mean not what question does this answer. They do not like being told what they ... Read More 
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