Metrics for IT Service Management (IPESC Endorsed)

This book considers the design and implementation of metrics in service organisations using industry standard frameworks. It uses the ITIL process structure and many principles from ITIL and ISO/IEC 20000 as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organisations. Many organisations have found it very difficult to use metrics properly, this book will deal with the causes of the difficulties in implementing metrics and will present workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organisations. It additionally provides specific recommendations for applying metrics across ITIL, ISO/IEC 20000 and other processes, discussing the rationale of the recommendations. This will enable an organisation to implement the metrics as described directly as a first-pass solution that can be benchmarked against others. But they can also be used as a starting point for customising particular metrics.