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Metrics for IT Service Management: ITSM Library (Paperback)
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The ability to organise and measure performance is a key part of the implementation of IT Service Management processes. This publication, "Metrics for IT Service Management", contains practical information on the provision of useful and meaningful metrics, as well as how best to use them within an organisation, including generic principles (such as SMART and KISS), specific examples and templates for the use of each metric. In order to help create a service-focused management system, all metrics discussed are directly related to process objectives. This publication complements the ITIL, CobiT, and ISO20000 service management principles.
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