Implementing Metrics For IT Service Management

Implementing Metrics For IT Service Management provides a measurement framework which is based on a continual improvement lifecycle. The measurement framework is aligned with the IT Infrastrucutre Library (ITIL) set of best practices. The framework is also compatible with the Control Objectives for IT (CobiT) framework and supports ISO/IEC 20000 standard for IT service management.

This practical title also provides the basic concepts around measurements for business-IT alignment, achieving compliance and driving operational efficiency, effectiveness and quality. Examples, case studies and check lists have been included along with scorecard accelerator metrics templates to further improve the learning experience and support the adoption of measurements.
This book also contains a CD which allows reader to use and bespoke the templates immediately. It is a vital companion to its best-selling sister title: Metrics for IT Service Management (ISBN: 978 90 77212 691)

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