eBook: Implementing Metrics for IT Service Management (english version)

This title 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 and is compatible with the Control Objectives for IT (CobiT) framework and supports ISO/IEC 20000 standards for IT Service Management.

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. The objectives of the measurement program are to help the user determine ways to:

• Align IT with business objectives
• Maintain compliance requirements for business operations
• Drive operational efficiencies, effectiveness and quality

This title 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.

This book is complimentary to the book - Metrics for IT Service Management - is also available on our bookshop now.

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