Metrics for IT Service Management (eBook)

David Brooks, Jan van Bon, Tieneke Verheijen (Autoren)

eBook Download: PDF

2006 | 1. Auflage
209 Seiten
van Haren Publishing (Verlag)
978-90-8753-197-3 (ISBN)

Infos

Note: This book is available in several languages: Russian, Chinese, English. The ability to organise and measure performance is a key part of the implementation of IT Service Management processes. This publication 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 metricAll metrics discussed are directly related to process objectives, in order to help create a service-focused management system. This publication complements the ITIL, CobiT and ISO20000 service management principles. “If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it” G. Kieliszek, Healthcare CIO (Amazon) 'This is more than a book, it's a practical, useable 'A to Z' of IT Service Management Metrics! Peter Brooks (Author) has given us all a crystal clear view of a neglected, blurred piece of the IT Service Management puzzle. As a Principal ITSM Consultant working for Foster-Melliar in South Africa I am continuously disappointed by the many ITSM books produced that generally regurgitate what is already known by many in the industry. Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of 'How' to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective. I don't carry many books around with me, this one, I most certainly will!!' Ian Clark Principal ITSM Consultant Foster-Melliar 'With all the focus on IT Governance and IT Business process management. It is easy to see why metric are becoming hugely important for the management of organisations. In reality however, getting the right set of metrics in place is by no means a simple exercise. Metrics for IT service organisations can be a great help. Using ITIL as the basis the book lists many useful examples of metrics. But what is more important, is that it gives us insight into to creation of 'good' metrics and the dangers of 'bad' metrics. ' Emma Speakman IT BPM consultant SA/NL/UK 'Looking for a comprehensive, in-depth exploration and explanation of what metrics to use in your ITSM journey? Then 'Metrics for IT Service Organizations' by Peter Brooks may be exactly what you're looking for. This (new) book not only covers what metrics need to be seriously considered, but explains the 'why' and 'how' behind selecting and defining them, pointing out along the way many of the dangers and pitfalls of selecting the wrong ones; or too many. If you tend to agree that 'what gets measured gets done', then applying the ideas in Peter's book will assist you in getting the right things done.' Ken Wendle (FISM) previous President of the itSMF USA, works as a Senior Solution Architect for Hewlett Packard's OpenView Software division Given that itSMF is the source, readers of this book will naturally expect a 'best practices' view on metrics, and a highly practical reference text. More particularly, though, the special merit of the text is its carefulness in stressing that metrics must be both useful and meaningful, and that the meaning comes from the business perspective on IT management processes - a perspective always represented by a stated business objective. By encouraging readers to seriously commit to defining clear business objectives, the text aims the reader at measurement that avoids excess or irrelevance. Malcolm Ryder (CA Architect)

Inhalt

Foreword 6
Acknowledgements 11
Introduction 14
1 What are metrics all about? 16
1.1 Objectives 16
1.2 Business & IT Alignment
1.3 Why Metrics are not SLAs 21
1.4 Metrics and KPIs 21
1.5 Metrics and Benchmarking 23
2 Why Metrics? 24
2.1 Metrics as an instrument 24
2.2 Metrics as a control 25
2.3 Metrics and innovation 26
2.4 Costs 28
2.5 Benefits 28
3 Where to use metrics 30
3.1 Departments 30
3.2 Processes 31
4 Who should use metrics 32
4.1 Management 32
4.2 Process managers 33
4.3 Staff 34
5 How to use metrics 36
5.1 Timing 36
5.2 Measuring 36
5.3 Controlling 38
5.4 Steering 40
5.5 Accounting 40
6 Metric Design 42
6.1 Basic concepts 42
6.2 Principles 43
6.3 Requirements 46
6.4 Design individual metrics 47
6.5 Design integrated sets of metrics 48
6.6 Examples of bad and good metrics 49
7 Practical Metric Production 52
7.1 Reasons for metric choices: Configuration Managementas an example 52
7.2 Data Model for Measuring Metrics 58
7.3 Prioritizing and scoring the metrics 60
8 Specific Metrics for IT ServiceManagement 64
8.1 Metrics for Operational Service Management Processes 66
8.2 Metrics for Tactical Service Management Processes 69
8.3 Metrics for strategic Service Management Processes 72
8.4 Metrics for Programme and Project Management (S) 75
9 Integrating Metrics 76
9.1 Governance 76
9.2 ITIL - ISO20000 (BS15000) 77
9.3 eTOM 77
9.4 COBIT 78
9.5 Six Sigma 79
10 Implementing Metrics 80
10.1 Activities 80
10.2 Critical Success Factors 81
10.3 Possible problems 82
10.4 Service Reporting 87
11 Continuous improvement withmetrics 94
A Metrics for Incident Management 96
B Service Desk metrics 102
C Metrics for ConfigurationManagement 108
D Metrics for Change Management 112
E Metrics for Release Management 118
E.1 Application Support metrics 122
E.2 Application Development metrics 125
F Metrics for OperationsManagement/ICTInfrastructure Management 128
G Metrics for Service LevelManagement 132
H Metrics for Problem Management 138
I Metrics for Financial Management forIT services 144
J Metrics for Capacity Management 148
K Metrics for IT Service ContinuityManagement 154
L Metrics for Availability Management 158
M Metrics for Security Management 164
N Business Perspective metrics 170
N.1 Business Relationship Management 172
N.2 Supplier Relationship Management 172
N.3 Providing IT services 174
N.4 Planning, Review and Development 175
N.5 Liaison, Education and Communication 176
O Metrics for Continuous ServiceImprovement Programmes (SIP) 178
P Risk Management metrics 184
Q Documentation Management metrics 190
R Metrics for Competence, Awarenessand Training (CAT) 194
S Metrics for Programme and ProjectManagement 200

Produkt-Details

• Erscheint lt. Verlag: 26.4.2006
• Verlagsort: Hertogenbosch
• Sprache: englisch
• Themenwelt: Schulbuch / Wörterbuch ► Schulbuch / Allgemeinbildende Schulen
• Themenwelt: Mathematik / Informatik ► Informatik ► Programmiersprachen / -werkzeuge
• Themenwelt: Mathematik / Informatik ► Informatik ► Software Entwicklung
• Themenwelt: Sozialwissenschaften ► Pädagogik
• Themenwelt: Technik ► Architektur
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Finanzierung
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Planung / Organisation
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Projektmanagement
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• Schlagworte: It Management
• ISBN-10: 90-8753-197-4 / 9087531974
• ISBN-13: 978-90-8753-197-3 / 9789087531973