How to Implement Metrics for ITSM


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Implementing Metrics for IT Service Management (ITSM) - Book & Software Templates

Learn how to realize the benefits of ITIL/ITSM by improving your performance using a measurement framework for IT Service Management.

A measurement framework helps IT managers validate the IT strategy and vision, provide direction with targets and metrics, justify changes with a means to gauge value realized and intervene and provide corrective actions when necessary.

Based on a continuous improvement methodology, this book and software templates provide IT Service Managers with a methodology, hundreds of metrics, scorecards and dashboard templates to monitor, analyze, tune and improve the IT processes and services.

ISBN: 9789087531140

Author: David Smith, Micromation Canada

Features:

TCO StrategyKit Features

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” published by Van Haren Publishing. The objectives of the measurement program are to help the reader determine ways to:

	Align IT with business objectives
	Maintain compliance requirements for business operations
	Drive operational efficiencies, effectiveness and quality.

Concepts presented in this book include:

	Continuous improvement i.e. W. Edwards Deming's Plan/Do/Check/Act model
	Top-down design approach for aligning goals and objectives
	Process and service based IT service management approach
	Scalable and flexible fit-for-purpose model with hundreds of sample metrics and scorecards
	Bottom-up reporting of facts, metrics, indicators, scorecards and dashboards
	Aggregation of metrics to formulate key performance indicators
	Accountability and roles based matrix models
	Techniques for comparative, causal and predictive analysis
	Method for filtering improvement initiatives and tracking performance status
	Ability to report performance improvements and derived value based benefits
	Multiple implementation methods and scenarios
	How to check-lists for planning and implementing metrics.

Benefits:

TCO StrategyKit Benefits

Learning how to implement metrics for ITSM will help provide these advantages:

	Provide the instrumentation for management control
	Make it easier to concentrate what’s important
	Make it easier to spot danger in time to correct it
	Improve moral in an organization by recognizing successes
	Stimulate healthy competition between process owners
	Align IT with the business goals and objectives
	Drive cost efficiencies and effectiveness
	Improve service levels and quality of service increasing satisfaction.

Learning how to implement metrics for ITSM will help provide these benefits:

	Save time - hundreds of metrics, scorecards and dashboards ready for personalization
	Save money - minimal investment approach which can drive significant cost avoidance and savings
	Low risk - helps plan migration path for more costly business intelligence systems reducing risks
	Easy to use - template approach makes it easy to design metrics, scorecards and dashboards
	Peace of mind - built on industry standards using the IT Infrastructure Library ITIL™ of best practices
	Faster results - template approach with methodology provides a path for quick wins.

What do I get?

TCO StrategyKit Deliverables

Book "Implementing Metrics for IT Service Management"

Table of Contents

List of Figures

Software Templates - myKPI Designer© scorecard accelerator - limited version

Details:

TCO StrategyKit Details

System Requirements

	Microsoft Excel 2003 or above
	50mb disk space
	P4 Processor or faster

Complimentary Services:

	ITSM Metrics Training - Learn how to Implement Metrics for IT Service Management.
	myKPI Designer© scorecard accelerator - Professional Version

http://www.vanharen.net/implementing-metrics-service-management-english-version-p-371.html

Click to purchase now.

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File: ITSMMetricsBook.htm