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Klappentext 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. Inhaltsverzeichnis (The list below contains highlights only)1 Introduction 2 What this book is about 3 How to implement ITSM metrics 3.1 Implementing metrics 3.2 Basic concepts3.3 Implementing ITSM metrics - case study example 3.4 The measurement process 3.5 Measurement activities 3.6 Administration of metrics data 3.7 Monitoring the metrics - Check 3.8 Analysis of metrics - Act 3.9 Tuning the process - Plan 3.10 Implement process initiatives - Do 3.11 Measurement reporting 3.12 Costs, benefits and possible problems 3.13 Implementing a measurement program 3.14 Planning the process 4 SW CD Users Guide 5 List of Tables and FiguresCD
List of contents
1 Introduction
2 What this book is about
3 How to implement ITSM metrics
3.1 Implementing metrics
3.2 Basic concepts
3.3 Implementing ITSM metrics case study example
3.4 The measurement process
3.5 Measurement activities
3.6 Administration of metrics data
3.7 Monitoring the metrics - Check
3.8 Analysis of metrics - Act
3.9 Tuning the process - Plan
3.10 Implement process initiatives - Do
3.11 Measurement reporting
3.12 Costs, benefits and possible problems
3.13 Implementing a measurement program
3.14 Planning the process
4 SW CD Users Guide
5 List of Tables and Figures
CD
