Definitive Guide to IT Service Metrics (PDF)

The ultimate reference guide to IT Service MetricsCo-published by IT Governance Publishing and itSMF USAIT service metrics: Manage them. Measure them. Make them work for you.Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business?Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business - this book will show you how to do this, too.How to measure the effectiveness of your IT service provisionMetrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to:Ensure economical use of resources through greater understanding of current performanceIdentify areas for improvementJustify (or otherwise) and manage expenditureInform the decision-making process and drive change within the organizationSave money by reducing waste (resource, time, money, etc.)Fine-tune the services offered, thereby strengthening customer loyalty.Based on ITIL and other service management frameworks and standardsUp-to-date, based on the ITIL framework, as well as COBIT, PMI, ISO/IEC 20000 and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you:How to integrate metrics into your businessWhat to consider when gathering and reporting informationHow to maximize the usage of metrics in order to ensure value for money from the systemHow to secure and protect your company's metrics.