Implementing Metrics for IT Service Management
Implementing Metrics for IT Service Management

Author: David Smith

Publisher: Van Haren

Published: 2008-08-08

Total Pages: 201

ISBN-13: 9401801207

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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.

Metrics for Service Management:
Metrics for Service Management:

Author: Jan Schilt

Publisher: Van Haren

Published: 2020-06-10

Total Pages: 181

ISBN-13: 9401805644

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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.

ITIL V3 Planning to Implement Service Management
ITIL V3 Planning to Implement Service Management

Author: Colin Rudd

Publisher: The Stationery Office

Published: 2010

Total Pages: 336

ISBN-13: 9780113311095

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This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.

IT Service Management - Global Best Practices, Volume 1
IT Service Management - Global Best Practices, Volume 1

Author:

Publisher: Van Haren

Published: 2008-04-22

Total Pages: 661

ISBN-13: 9401800693

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A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.

Metrics for Service Management:
Metrics for Service Management:

Author: Jan Schilt

Publisher: Van Haren

Published: 2020-06-10

Total Pages: 181

ISBN-13: 9087536496

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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.

Implementing Service and Support Management Processes
Implementing Service and Support Management Processes

Author: Carrie Higday-Kalmanowitz

Publisher: The Stationery Office

Published: 2005-03-11

Total Pages: 444

ISBN-13: 9077212434

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The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

Continual service improvement
Continual service improvement

Author:

Publisher: The Stationery Office

Published: 2007-05-30

Total Pages: 240

ISBN-13: 0113310498

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This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI at a high level and defines its value before describing common methods and techniques. The guidance is written for managers and practitioners at all levels.

Architecture and Patterns for IT Service Management, Resource Planning, and Governance
Architecture and Patterns for IT Service Management, Resource Planning, and Governance

Author: Charles T. Betz

Publisher: Elsevier

Published: 2011-09-23

Total Pages: 475

ISBN-13: 0123850177

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IT in a World of Continuous Improvement -- Architecture Approach -- Patterns for the IT Processes -- Patterns for the IT Lifecycles -- APPENDIX A: Extended Definitions for the IT Architectural -- APPENDIX B: Fundamentals of Computing for the Business -- APPENDIX C: Production and Services -- REFERENCES -- INDEX.

Six Sigma
Six Sigma

Author: Abdurrahman Coskun

Publisher: BoD – Books on Demand

Published: 2011-07-14

Total Pages: 198

ISBN-13: 9533073705

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In the new millennium the increasing expectation of customers and products complexity has forced companies to find new solutions and better alternatives to improve the quality of their products. Lean and Six Sigma methodology provides the best solutions to many problems and can be used as an accelerator in industry, business and even health care sectors. Due to its flexible nature, the Lean and Six Sigma methodology was rapidly adopted by many top and even small companies. This book provides the necessary guidance for selecting, performing and evaluating various procedures of Lean and Six Sigma. In the book you will find personal experiences in the field of Lean and Six Sigma projects in business, industry and health sectors.

Implementing Itsm
Implementing Itsm

Author: Randy A. Steinberg

Publisher: Trafford Publishing

Published: 2014-05-09

Total Pages: 459

ISBN-13: 1490735127

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The traditional IT operating model of delivering IT to the business in the form of bundled capabilities and assets is now wearing thin in an age of cloud computing, on-demand services, virtualization, mobile devices, outsourcing and rapidly changing business delivery strategies. The role of IT is rapidly changing from a primary focus on engineering to a primary focus on service integration. How might an IT organization effect this transformation? Finally, there is a book that shows you how! This is not a theoretical treatise but a practical guide that shows you the activities and steps to show results quickly. Learn how to define and build a comprehensive IT service management solution that incorporates process, technology, organization, and governance activities. Discover practical tips and step-by-step approaches for defining your IT Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements, and building your transformation program. Organizations that have already undertaken a transformation to IT service management are finding game-changing results positively received by both business executives and customers of their IT services. Using this book, start your transformation today!