Implementing Metrics For It Service Management
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| Author | : David Smith |
| Publisher | : Van Haren |
| Total Pages | : 201 |
| Release | : 2008-08-08 |
| Genre | : Architecture |
| ISBN | : 9401801207 |
This book 'Implementing Metrics for IT Service Management' provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL®) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT®) framework and supports ISO/IEC 20000 standards for IT Service Management. This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements. 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' also published by Van Haren Publishing.
| Author | : Kurt McWhirter |
| Publisher | : IT Governance Publishing |
| Total Pages | : 311 |
| Release | : 2012-08-30 |
| Genre | : Business & Economics |
| ISBN | : 1849284067 |
Learn how to integrate IT service metrics into your business and maximize their usage and effectiveness.
| Author | : Jan Schilt |
| Publisher | : Van Haren |
| Total Pages | : 181 |
| Release | : 2020-06-10 |
| Genre | : Architecture |
| ISBN | : 9401805644 |
This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
| Author | : Colin Rudd |
| Publisher | : The Stationery Office |
| Total Pages | : 336 |
| Release | : 2010 |
| Genre | : Business & Economics |
| ISBN | : 9780113311095 |
This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.
| Author | : Jan Schilt |
| Publisher | : Van Haren |
| Total Pages | : 181 |
| Release | : 2020-06-10 |
| Genre | : Architecture |
| ISBN | : 9087536496 |
This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
| Author | : |
| Publisher | : Van Haren |
| Total Pages | : 661 |
| Release | : 2008-04-22 |
| Genre | : Education |
| ISBN | : 9401800693 |
A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.
| Author | : Carrie Higday-Kalmanowitz |
| Publisher | : The Stationery Office |
| Total Pages | : 444 |
| Release | : 2005-03-11 |
| Genre | : Computer service industry |
| ISBN | : 9077212434 |
The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
| Author | : |
| Publisher | : The Stationery Office |
| Total Pages | : 240 |
| Release | : 2007-05-30 |
| Genre | : Business & Economics |
| ISBN | : 0113310498 |
This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI at a high level and defines its value before describing common methods and techniques. The guidance is written for managers and practitioners at all levels.
| Author | : Charles T. Betz |
| Publisher | : Elsevier |
| Total Pages | : 475 |
| Release | : 2011-09-23 |
| Genre | : Business & Economics |
| ISBN | : 0123850177 |
IT in a World of Continuous Improvement -- Architecture Approach -- Patterns for the IT Processes -- Patterns for the IT Lifecycles -- APPENDIX A: Extended Definitions for the IT Architectural -- APPENDIX B: Fundamentals of Computing for the Business -- APPENDIX C: Production and Services -- REFERENCES -- INDEX.
| Author | : Abdurrahman Coskun |
| Publisher | : BoD – Books on Demand |
| Total Pages | : 198 |
| Release | : 2011-07-14 |
| Genre | : Business & Economics |
| ISBN | : 9533073705 |
In the new millennium the increasing expectation of customers and products complexity has forced companies to find new solutions and better alternatives to improve the quality of their products. Lean and Six Sigma methodology provides the best solutions to many problems and can be used as an accelerator in industry, business and even health care sectors. Due to its flexible nature, the Lean and Six Sigma methodology was rapidly adopted by many top and even small companies. This book provides the necessary guidance for selecting, performing and evaluating various procedures of Lean and Six Sigma. In the book you will find personal experiences in the field of Lean and Six Sigma projects in business, industry and health sectors.
