Cantitate/Preț
Produs
Total produse
Vezi coșul
Definitive Guide to It Service Metrics (The) de Kurt McWhirter

Definitive Guide to It Service Metrics (The): Thought Leadership Series

Autor Kurt McWhirter, Ted Gaughan, It Governance
en Limba Engleză Paperback – 29 aug 2012
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?Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to assess performance in order to inform the decision-making process, drive change and realize improvements. They facilitate cost savings through economical use of finance and resources, and ensure that the services provided are appropriate - 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®, ISO/IEC 20000, PMI® and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you how to integrate metrics into your business and maximize their usage and effectiveness. You will learn what to consider when gathering and reporting information and how to secure and protect your company's metrics.Use metrics to benefit your IT department and the business as a wholeUsed 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.About the authorsKurt McWhirter is a recognized authority on using the ITIL® framework and has more than 30 years' experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL® Expert and ISO/IEC 20000 Consultant and is an accredited ITIL® Trainer. Ted Gaughan has more than 25 years' experience in business/technical strategic development, program/project management, and IT engineering and operations management. He is a certified Project Management Professional (PMP®), Process Design Engineer (CPDE®), ITIL® Expert, ISO/IEC 20000 Consultant and TIPA Lead Assessor.The definitive guide you can't afford to be without!
Citește tot Restrânge

Preț: 41835 lei

Nou

Puncte Express: 628
Preț estimativ în valută:
8006€ • 8396$ • 6676£

Carte tipărită la comandă

Livrare economică 07-21 ianuarie 25

 Adaugă în coș

Wish list
Gift list
Am citit!
Adaugă în listă
Preluare comenzi: 021 569.72.76

Specificații

ISBN-13: 9781849284059
ISBN-10: 1849284059
Pagini: 318
Dimensiuni: 152 x 229 x 17 mm
Greutate: 0.43 kg
Editura: Itgp
Seriile Thought Leadership Series, Thought Leadership

Notă biografică

Kurt McWhirter has more than 30 years' experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL(R) Expert and ISO/IEC 20000 Consultant and is an ITIL(R) Trainer accredited with EXIN(R) and APMG(R) for all ITIL(R) 2007/2011 courses. Kurt is a recognized authority on using the ITIL(R) framework to focus on business requirements that deliver high-quality solutions to customers. Ted Gaughan has more than 25 years' experience in business/technical strategic development, program/project management, and IT engineering and operations management. He is a certified Project Management Professional (PMP(R)), Process Design Engineer (CPDE(R)), ITIL(R) Expert, ISO/IEC 20000 Consultant and TIPA(R) Lead Assessor. He has managed numerous large enterprise IT project portfolios, applying ITIL(R)-based processes to maximize the utility of delivered results.

Cuprins

Preface vi Acknowledgements x Chapter 1: Introduction 1 Chapter 2: Using Metrics 5 Understanding metrics 5 Defining metrics 8 Why do we need metrics? 9 Methodology for using metrics 9 Purpose for metrics (metrics tree) 14 Integrating metrics 15 Metrics reporting 16 Securing and protecting metrics 18 Calculations 19 Continual Service Improvement (CSI) 19 Chapter 3: Service Strategy Metrics 21 Strategy management metrics 21 Service portfolio management metrics 32 Financial management metrics 39 Demand management metrics 45 Business relationship management metrics 50 Chapter 4: Service Design Metrics 59 Design co-ordination metrics 59 Service catalog management metrics 70 Service level management metrics 80 Availability management metrics 90 Capacity management metrics 105 IT service continuity management metrics 114 Information security management metrics 123 Supplier management metrics 145 Chapter 5: Service Transition Metrics 155 Transition planning and support metrics 155 Change management metrics 160 Service asset and configuration management metrics 174 Release and deployment management metrics 182 Service validation and testing metrics 189 Change evaluation metrics 199 Knowledge management metrics 207 Chapter 6: Service Operation Metrics 215 Event management metrics 216 Incident management metrics 228 Request fulfillment metrics 239 Problem management metrics 248 Access management metrics 257 Service desk metrics 263 Chapter 7: Additional Metrics 271 Project management metrics 271 Risk management metrics 285 Data center metrics 292 References 298 ITG Resources 301