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Author: Kurt McWhirter
Publisher: IT Governance Publishing
Published: 2012-08-30
Total Pages: 311
ISBN-13: 1849284067
DOWNLOAD EBOOKLearn how to integrate IT service metrics into your business and maximize their usage and effectiveness.
Author: Jan Schilt
Publisher: Van Haren
Published: 2020-06-10
Total Pages: 181
ISBN-13: 9087536496
DOWNLOAD EBOOKThis 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.
Author: Aleda V. Roth
Publisher: SAGE
Published: 2008
Total Pages: 777
ISBN-13: 1412954517
DOWNLOAD EBOOKScale. References: Citations for the references used in the summary
Author: Randy A. Steinberg
Publisher: Trafford Publishing
Published: 2013-12
Total Pages: 199
ISBN-13: 1490719458
DOWNLOAD EBOOKHow 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!"
Author: Niall Richard Murphy
Publisher: "O'Reilly Media, Inc."
Published: 2016-03-23
Total Pages: 552
ISBN-13: 1491951176
DOWNLOAD EBOOKThe overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Author: Frank B. Watts
Publisher: William Andrew
Published: 2009-08-26
Total Pages: 279
ISBN-13: 1437778348
DOWNLOAD EBOOKConfiguration Management Metrics: Product Lifecycle and Engineering Documentation Control Process Measurement and Improvement provides a comprehensive discussion of measurements for configuration management/product lifecycle processes. Each chapter outlines one of the most important measures of merit – the need for written policy and procedures. The best of the best practices as to the optimum standards are listed with an opportunity for the reader to check off those that their company has and those they do not. The book first defines the concept of configuration management (CM) and explains its importance. It then discusses the important metrics in the major CM and related processes. These include: new item release; order entry/fulfillment; request for change; bill of material change cost; and field change. Ancillary processes which may or may not be thought of as part of these major processes are also addressed, including deviations, service parts, publications and field failure reporting. - Provides detailed guidance on developing and implementing measurement systems and reports - Demonstrates methods of graphing and charting data, with benchmarks - A practical resource for the development of Engineering Documentation Control processes - Includes basic principles of Product Lifecycle processes and their measurement
Author: Donna Knapp
Publisher: J. Ross Publishing
Published: 2010-08-15
Total Pages: 257
ISBN-13: 1604270497
DOWNLOAD EBOOKThe 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.
Author: David N. Blank-Edelman
Publisher: "O'Reilly Media, Inc."
Published: 2018-08-21
Total Pages: 618
ISBN-13: 1491978813
DOWNLOAD EBOOKOrganizations big and small have started to realize just how crucial system and application reliability is to their business. Theyâ??ve also learned just how difficult it is to maintain that reliability while iterating at the speed demanded by the marketplace. Site Reliability Engineering (SRE) is a proven approach to this challenge. SRE is a large and rich topic to discuss. Google led the way with Site Reliability Engineering, the wildly successful Oâ??Reilly book that described Googleâ??s creation of the discipline and the implementation thatâ??s allowed them to operate at a planetary scale. Inspired by that earlier work, this book explores a very different part of the SRE space. The more than two dozen chapters in Seeking SRE bring you into some of the important conversations going on in the SRE world right now. Listen as engineers and other leaders in the field discuss: Different ways of implementing SRE and SRE principles in a wide variety of settings How SRE relates to other approaches such as DevOps Specialties on the cutting edge that will soon be commonplace in SRE Best practices and technologies that make practicing SRE easier The important but rarely explored human side of SRE David N. Blank-Edelman is the bookâ??s curator and editor.
Author: Jerry Z. Muller
Publisher: Princeton University Press
Published: 2019-04-30
Total Pages: 245
ISBN-13: 0691191263
DOWNLOAD EBOOKHow the obsession with quantifying human performance threatens business, medicine, education, government—and the quality of our lives Today, organizations of all kinds are ruled by the belief that the path to success is quantifying human performance, publicizing the results, and dividing up the rewards based on the numbers. But in our zeal to instill the evaluation process with scientific rigor, we've gone from measuring performance to fixating on measuring itself—and this tyranny of metrics now threatens the quality of our organizations and lives. In this brief, accessible, and powerful book, Jerry Muller uncovers the damage metrics are causing and shows how we can begin to fix the problem. Filled with examples from business, medicine, education, government, and other fields, the book explains why paying for measured performance doesn't work, why surgical scorecards may increase deaths, and much more. But Muller also shows that, when used as a complement to judgment based on personal experience, metrics can be beneficial, and he includes an invaluable checklist of when and how to use them. The result is an essential corrective to a harmful trend that increasingly affects us all.
Author:
Publisher:
Published: 2016
Total Pages: 176
ISBN-13: 9780113314935
DOWNLOAD EBOOKThis 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.
