The Definitive Guide to IT Service Metrics

IT 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. The book encourages readers to design and create their own metrics to bring even more value to their business and explains how to do this.

Based on ITIL^® and other service management frameworks and standards

Up 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 business
• What to consider when gathering and reporting information
• How to maximize the use of metrics to ensure value for money from the system
• How to secure and protect your company's metrics

Contents

1. Introduction
2. Using Metrics
3. Service Strategy Metrics
4. Service Design Metrics
5. Service Transition Metrics
6. Service Operation Metrics
7. Additional Metrics