Integrated Measurement - KPIs and Metrics for ITSM: A narrative account
About this ebook
- Clear explanations of KPIs and their relevance to ITSM
- Practical advice for overcoming data measurement challenges
- Techniques for creating actionable insights and performance improvements
- Define KPIs and metrics essential for ITSM success
- Identify the most meaningful data for performance measurement
- Apply KPIs to optimize IT service management processes
- Overcome challenges in data collection and analysis
- Interpret data insights to drive continuous ITSM improvement
- Implement strategies for effective decision-making in ITSM
This book is for IT professionals and service managers overseeing ITSM processes. It’s ideal for beginners to experienced professionals, assuming basic ITSM knowledge but no prior experience with KPIs or metrics. Suitable for anyone aiming to improve IT service performance through data-driven decisions, it helps readers gain expertise in measuring, analyzing, and optimizing performance using KPIs and metrics effectively.
About the author
IT Governance Publishing (ITGP) is the world's only specialist IT governance publisher. We produce books, toolkits and training aids on a wide range of topics including information security, IT governance, information risk, compliance, cyber security, IT service management, project management and management system standards.
Daniel McLean has worked in IT for more than 20 years, and for more than ten years has been designing, implementing, and operating processes to support ITSM. His work focuses on bringing the best practices from the ITSM Standards into practical operational processes that are tailored to the needs of the particular organization. Daniel has developed and delivered customized ITIL courseware to a number of organizations and was a Peer Reviewer during the development of the ITIL 2007 v3 Service Strategy element of the ITIL framework. He holds many honors in IT and related areas.
