Deal Domains - Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives

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Manufacturer: Trafford Publishing

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Binding: Paperback
Dewey Decimal Number: 621
EAN: 9781412093927
ISBN: 1412093929
Label: Trafford Publishing
Manufacturer: Trafford Publishing
Number Of Items: 1
Number Of Pages: 154
Publication Date: 2006-08-02
Publisher: Trafford Publishing
Release Date: 2001-01-01
Studio: Trafford Publishing

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The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps ITIL Service Support and Service Delivery Process Model Metrics for IT Service Management Servicing ITIL: A Handbook of IT Services for ITIL Managers and Practitioners Implementing ITIL: Adapting Your IT Organization to the Coming Revolution in IT Service Management

Spotlight customer reviews:

Customer Rating:

Summary: Add it to your ITIL collection
Comment: I too agree with previous reviewers of this book. Unlike many ITIL books, you are quickly given Key Performance Indicators and Critical Success Factors that you and your team members can use and build on.

I found that the included ITSM Metrics Model spreadsheet tool to be of some use. I was very surprised and disappointed that it can't be built upon/extended since the write permissions have been locked.

However, I didn't find the included DICE model spreadsheet tool very useful for our needs since it is very basic.

If you get nothing else out of this book, the author clearly tells you how to create KPIs, CSFs, Tolerances, and metrics that matter.

Because of this, I've earned a lot of points with my boss and executives for just for purchasing this book and for trying to apply/create better metrics for our executives and a metrics program for our department.

Don Neizer
Change/Configuration Manager

Customer Rating:

Summary: Cliff notes for ITSM metrics - Stands on its own but is better as a complementary text
Comment: Wouldn't it be nice if you knew what you desired to measure and analyze prior to rolling out new ITSM processes or their enabling tools? What if you have no former point of reference or an entire lack of metrics? You could start from scratch or use this book as a starting point and modify accordingly. The later option will provide more time for determining how best to capture, disseminate, report and conduct trending - which is what you really care about anyways...

Don't expect a silver bullet. This book (more like a booklet) provides generic quality metrics spanning the data, operational and service perspectives. It is short and concise using mostly tables and lists and draws upon many of the KPIs included within the ITIL core texts. It's a great way to save time and get diverse IT folks operating from a common reference but like all successful metric initiatives, customization and targeted efforts will still be necessary. It also includes a decent excel dashboard to get you rolling.

As a previous reviewer mentioned, it is best when paired with other texts for a more comprehensive presentation of metrics theory, challenges, benefits and techniques. I too would recommend "Visible Ops" and add to that list "Metrics for IT Service Management" by Peter Brooks. Each book promotes a different perspective and breadth but together they cover all the bases particularly well.

Customer Rating:

Summary: Schaum's Outline Guide to ITIL Metrics
Comment: Randy Stienberg gets to the heart of the measurement and metrics very quickly with practical lists.
I found the information to be an instant hit with my customer management and my team.

-Arun

Customer Rating:

Summary: Short but useful
Comment: Short book that has a quick (1 hour) read. Practical to follow, but short on depth. Get if you want to quickly implement reporting but do not expect details on actual implementation.

Customer Rating:

Summary: I like it, but yet to prove out if these metrics really matter
Comment: This book is set up clearly within the ITIL framework, and a co-worker and I now call this book our "bible" as we review our organizational metrics. However, one thing I found annoying about this book is that answers are posed in the form of a question. Example: the KPI is Incident Labor Utiliation Rate and the Question Being Answered is How much available labor is spent handling incidents? The question I get is what does is mean not what question does this answer. They do not like being told what they want to know. Perhaps I'm not convincing enough in telling them they want to know this information - that remains to be seen. In short, I find this book very useful most most managmenent levels but not as exciting to executive level management.

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Editorial Reviews:

How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?

Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In this book you will learn about:

Defining and building a comprehensive ITIL metrics program; Which metrics are the most important and how to calculate them; Dealing with staff resistance to a metrics program; Tips and suggestions for what to do if inadequate tools and reporting exist; Suggested work plan for how to build your metrics program step-by-step.

In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!

This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.

"Finally, someone tackled the mystery of ITIL metrics and put it all in one place!"

"No theory here…this gives us the real metrics we can easily go after…"

"A fantastic addition to our ITIL reference library and our IT Service Management solution set!"