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Deal Domains - Metrics for IT Service Management
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List Price: $54.00
Our Price: $48.17
Your Save: $ 5.83 ( 11% )
Availability: Usually ships in 24 hours
Manufacturer: Van Haren Publishing
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Average Customer Rating:  
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Binding: Paperback
Dewey Decimal Number: 658
EAN: 9789077212691
ISBN: 9077212698
Label: Van Haren Publishing
Manufacturer: Van Haren Publishing
Number Of Items: 1
Number Of Pages: 202
Publication Date: 2006-01-31
Publisher: Van Haren Publishing
Studio: Van Haren Publishing
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Spotlight customer reviews:
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Customer Rating:
Summary: Save your money
Comment: 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.
Customer Rating:
Summary: A Metrics-based focus for IT
Comment: 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.
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Editorial Reviews:
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Many organizations find it very difficult to use metrics properly, and badly designed metrics can be actively harmful to proper business functioning. This book addresses the causes of the difficulties and presents workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations, and specific recommendations for applying metrics across ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.
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