Download or read book Measuring ITSM written by Randy A. Steinberg and published by Trafford Publishing. This book was released on 2013-12 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you measure and report your IT services and processes? Which metrics matter the most to senior executives? Finally, here is a book that shows you how! Not theory, 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 the following: - Defining and building a comprehensive metrics program - Metrics that are the most important and how to calculate them - How to measure your IT services - Tips and suggestions for what to do if inadequate tools and reporting exist - Suggested approach for how to build your metrics program step-by-step In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use yourself. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! "A comprehensive guide for building any service management metrics program with all the information you need in one place!" "No theory here . . . this gives us real metrics we can easily go after." "A fantastic addition to our IT service management solution set!"
Download or read book Measuring ITIL written by Randy A. Steinberg and published by Trafford on Demand Pub. This book was released on 2006 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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!"
Download or read book Mastering ITIL written by Cybellium Ltd and published by Cybellium Ltd. This book was released on 2023-09-06 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cybellium Ltd is dedicated to empowering individuals and organizations with the knowledge and skills they need to navigate the ever-evolving computer science landscape securely and learn only the latest information available on any subject in the category of computer science including: - Information Technology (IT) - Cyber Security - Information Security - Big Data - Artificial Intelligence (AI) - Engineering - Robotics - Standards and compliance Our mission is to be at the forefront of computer science education, offering a wide and comprehensive range of resources, including books, courses, classes and training programs, tailored to meet the diverse needs of any subject in computer science. Visit https://www.cybellium.com for more books.
Download or read book Metrics for Service Management written by Jan Schilt and published by Van Haren. This book was released on 2020-06-10 with total page 181 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
Download or read book Implementing Metrics for IT Service Management written by David Smith and published by Van Haren. This book was released on 2008-08-08 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book 'Implementing Metrics for IT Service Management' provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL®) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT®) framework and supports ISO/IEC 20000 standards for IT Service Management. This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements. The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book 'Metrics for IT Service Management' also published by Van Haren Publishing.
Download or read book ITIL Practitioner Guidance written by and published by . This book was released on 2016 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios.
Download or read book Metrics for Service Management written by Jan Schilt and published by Van Haren. This book was released on 2020-06-10 with total page 181 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
Download or read book Integrated Measurement KPIs and Metrics for ITSM written by Daniel McLean and published by IT Governance Publishing. This book was released on 2013-05-21 with total page 175 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cleverly utilizes a fictional story to make the subject matter - implementation of a KPI management system - accessible and engaging for the reader. The events in the book are based on the author’s own experience and real third party accounts.
Download or read book Measuring Organizational Information Systems Success New Technologies and Practices written by Belkhamza, Zakariya and published by IGI Global. This book was released on 2012-02-29 with total page 507 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book explores new approaches which may better effectively identify, explain, and improve IS assessment in organizations"--Provided by publisher.
Download or read book The ITSM Process Design Guide written by Donna Knapp and published by J. Ross Publishing. This book was released on 2010-08-15 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
Download or read book Measuring and Improving Performance written by James William Martin and published by CRC Press. This book was released on 2009-08-26 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: As a pioneer in Lean improvement methods, Jim Martin was among the first to suggest that truly successful Lean initiatives are those applied across every facet of an organization, not just on the shop floor. Building on this concept, Martin demonstrates that one of the most effective ways to implement operational improvements across an organization
Download or read book The Definitive Guide to IT Service Metrics written by Kurt McWhirter and published by IT Governance Publishing. This book was released on 2012-08-30 with total page 311 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to integrate IT service metrics into your business and maximize their usage and effectiveness.
Download or read book Implementing ITIL Configuration Management written by Larry Klosterboer and published by Pearson Education. This book was released on 2007-12-28 with total page 445 pages. Available in PDF, EPUB and Kindle. Book excerpt: Practical, Real-World ITIL Configuration Management—From Start to Finish The IT Infrastructure Library® (ITIL) places the “best practices” in IT operations at your command. ITIL helps you make better technology choices, manages IT more effectively, and drives greater business value from all your IT investments. The core of ITIL is configuration management: the discipline of identifying, tracking, and controlling your IT environment’s diverse components to gain accurate and timely information for better decision-making. Now, there’s a practical, start-to-finish guide to ITIL configuration management for every IT leader, manager, and practitioner. ITIL-certified architect and solutions provider Larry Klosterboer helps you establish a clear roadmap for success, customize standard processes to your unique needs, and avoid the pitfalls that stand in your way. You’ll learn how to plan your implementation, deploy tools and processes, administer ongoing configuration management tasks, refine ITIL information, and leverage it for competitive advantage. Throughout, Klosterboer demystifies ITIL’s jargon, illuminates each technique with real-world advice and examples, and helps you focus on the specific techniques that offer maximum business value in your environment. Coverage includes Assessing your current configuration management maturity and setting goals for improvement Gathering and managing requirements to align ITIL with organizational needs Describing the schema of your configuration management database (CMDB) Identifying, capturing, and organizing configuration data Choosing the best tools for your requirements Integrating data and processes to create a unified logical CMDB and configuration management service Implementing pilot projects to demonstrate the value of configuration management and to test your planning Moving from a pilot to wide-scale enterprise deployment Defining roles for deployment and ongoing staffing Leveraging configuration management information: Reporting and beyond Measuring and improving CMDB data accuracy Covers ITIL version 3. Preface xvii Acknowledgments xxi About the Author xxiii Chapter 1: Overview of Configuration Management 1 Part I: Planning for Configuration Management 17 Chapter 2: Gathering and Analyzing Requirements 19 Chapter 3: Determining Scope, Span, and Granularity 37 Chapter 4: Customizing the Configuration Management Process 55 Chapter 5: Planning for Data Population 67 Chapter 6: Putting Together a Useful Project Plan 85 Part II: Implementing Configuration Management 97 Chapter 7: Choosing the Right Tools 99 Chapter 8: Implementing the Process 117 Chapter 9: Populating the Configuration Management Database 127 Chapter 10: Choosing and Running a Pilot Program 137 Chapter 11: Communication and Enterprise Roll Out 149 Part III: Running an Effective Configuration Management System 161 Chapter 12: Building a Configuration Management Team 163 Chapter 13: The Many Uses for Configuration Information 179 Chapter 14: Measuring and Improving CMDB Accuracy 193 Chapter 15: Improving the Business Value of Configuration Management 207 Index 217
Download or read book Software Measurement written by Christof Ebert and published by Springer Science & Business Media. This book was released on 2007-07-25 with total page 568 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this comprehensive introduction to software measurement, Ebert and Dumke detail knowledge and experiences about the subject in an easily understood, hands-on presentation. The book describes software measurement in theory and practice as well as provides guidance to all relevant measurement tools and online references. In addition, it presents hands-on experience from industry leaders and provides many examples and case studies from Global 100 companies. Besides the many practical hints and checklists, readers will also appreciate the large reference list, which includes links to metrics communities where project experiences are shared.
Download or read book Six Sigma for IT Management A Pocket Guide written by Melvin Harteveld and published by Van Haren. This book was released on 2011-03-03 with total page 165 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma provides a quantitive methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes. The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the high-water mark of its performance. IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes. ITIL defines the what of Service Management; Six Sigma defines the how of process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics. This Pocket guide, provides a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organizations.
Download or read book IT Financial Management written by Maxime Sottini and published by Van Haren. This book was released on 2017-01-01 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: It is now accepted that IT functions are a fundamental part of the competitive business model. Instead of simply offering services IT must 'create value' for the business. This practical title describes the strong financial skills that IT managers must have in order to support: Operations: Finance departments rely heavily on IT managers being able to identify, track and measure costs sometimes at a very granular level Budgeting: the very technical nature of IT operations means that budgeting can be more complex than many other areas Project Delivery: large technical project deliveries means that costs can be correspondingly complex to account for Business Modeling; pricing models rely heavily on IT managers skills and accuracy. Where one service supports many commercial offerings a strong model is needed to apportion costs appropriately Investment and business cases: a sound understanding of the financial contribution the IT assets make to the overall business is critical to gain support for ongoing investment This outstanding title covers the main financial concepts that managers need to be familiar with in order for IT to take its proper senior place as a contributor to the business. It assumes a basic level of financial understanding and builds on the techniques required almost daily; therefore it is overwhelmingly practical and based on real world scenarios. Not only are the techniques fully described but issues such as roles, implementation, daily management and even tooling are detailed.
Download or read book IT STRATEGY AND MANAGEMENT written by SANJIVA SHANKAR DUBEY and published by PHI Learning Pvt. Ltd.. This book was released on 2010-11-25 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook, now in its second edition, continues to provide a thorough understanding of the concepts and applications of IT strategy and management. The book gives an in-depth study of the information technology as a strategic resource, the need for a strategic approach for its management, and the necessity of its alignment with business strategy. It explains how to prepare an effective plan for the implementation of information strategy. The book also describes how to evaluate the impact of IT on organizations and their workforce, and how to measure returns on IT investment. It also covers recent developments in IT management such as ITIL (Information Technology Infrastructure Library), IT service management, MOF (Microsoft Operations Framework), COBIT, and standards such as ISO 20000 and B527001, which are currently being practised by the industry but need more dissemination in the academic arena. This well-structured and clearly written book is designed for the students of MBA, MCA, BE (IT) and other graduate courses. In addition, IT Professionals who need to update their knowledge continuously for their professional growth will also find the book quite handy. The book has received wide patronage as textbook and reference book by several leading MBA schools and technical universities for courses such as Information Management, MIS, IT/ITES Management, ITSM, and Computers in Management or IT for the Management of Enterprise. What is New to This Edition : Contains an entirely a new chapter on Computer Ethics, Intellectual Property Rights and Cybercrime Incorporates two new cases on Indian Telecom IT: Dream IT, and MG Retail: A Case of Missing “e” in Retail Provides multiple choice questions, with answers, for a better grasp of the concepts discussed
