Item description for Metrics for IT Service Management by Peter Brooks...
This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis.It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations.
A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions.
Badly designed metrics can be actively harmful to an organization's proper functioning. Producing a set of metrics that avoids the pitfalls and delivers genuine value is not easy. This book will make that task much simpler and less error prone.
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Studio: Van Haren Publishing
Est. Packaging Dimensions: Length: 9.29" Width: 6.69" Height: 0.79" Weight: 0.9 lbs.
Release Date Jan 31, 2006
Publisher Van Haren Publishing
ISBN 9077212698 ISBN13 9789077212691
Availability 101 units. Availability accurate as of Feb 26, 2017 05:00.
Usually ships within one to two business days from La Vergne, TN.
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More About Peter Brooks
Peter Brooks is Chester T. Tripp Professor of Humanities at Yale University. The author of numerous articles on French and English literature as well as on narrative theory and psychoanalysis, his works include "The Novel of Worldlines" (1969), "The Melodramatic Imagination" (1976), and the widely-praised "Reading for the Plot" (1984), recently reissued. His latest book "Body Work" (1993) deals with the female body in literature, painting, and film as the object of desire.
Peter Brooks currently resides in Branford, in the state of Connecticut. Peter Brooks was born in 1938.
Reviews - What do customers think about Metrics for IT Service Management?
Save your money Apr 17, 2008
This book is over-written, by that I mean a list of ITSM metrics is over-discussed and can be found for free on the web. Looking at the volume of metrics, Mr. Brooks clearly isn't in the camp of "measure what matters", he's more along the lines of "measure whatever doesn't move, and if it does move, stop it from moving, and then measure it". This could quickly lead to no one paying much attention to metrics. Pick a handful of the most important value heavy metrics and track those. Also Mr. Brooks should use bullet graphs to clean up his visuals depicted in his book. Look on page 90 and tell me how many dotted lines can you distinguish between? Because he has 8 of them in one line graph along with 9 other types of lines. It looks like a hairball mixed up with a wad a Christmas tree lights with a little fishing line tangle thrown in for good measure.
A Metrics-based focus for IT Jan 8, 2007
Meat and potatos metrics - no fluff. Very organized approach to establishing a strong metric-based IT environment. Offers a comprehensive set of goals, mission statements, and objectives for each catagory of process. Offers specific metrics (target as well as warning level) for the gamut of IT functions. Identifies stake holders, constraints, specifications, and justification for each metric offered. Probably could use a glossary for all the acronyms, but that's a minor issue.
If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it.