Overview

Up-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.

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9781849284059

Table of Contents

Reviews

“Working with the book helped me tremendously as I was putting together my CSI data for our business units. The book is very comprehensive and detailed but has thorough explanations so as not to be overwhelming.”   -- George Nawara, Global Process Design Architect, Wolters Kluwer ""If you are going to call your book The Definitive Guide to IT Service Metrics, this is how you do it. 304 pages, 192 metrics described, 29 areas addressed. This is the broadest range of measures of any ITSM metrics book I have seen. Kurt McWhirter and Ted Gaughan have delivered on the title of their book!""   -- Roger Williams, itSMF USA Member

Author Information

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. He has managed numerous large enterprise IT project portfolios, applying ITIL®-based processes to maximise the utility of delivered results. 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® Expert and ISO/IEC 20000 Consultant and is an ITIL® Trainer accredited with EXIN® and APMG® for all ITIL® 2007/2011 courses. Kurt is a recognised authority on using the ITIL® framework to focus on business requirements that deliver high-quality solutions to customers.

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