Implementing Metrics for IT Service Management

Table of Contents

About the ITSM Library	2
1	Introduction	1
2	What this book is about	2
2.1	Goals & objectives	2
2.2	What you will learn	2
2.3	Scope	3
2.4	Who should read this book	3
3	How to implement ITSM metrics - overview	4
3.1	What metrics are all about	4
3.2	Why implement metrics	4
3.3	Steering towards value creation	7
3.4	Who should use metrics	7
3.5	Implementing metrics	8
4	Basic concepts	11
4.1	Measurement framework	11
4.2	Measurement lifecycle	12
4.3	Determine what is of value	13
4.4	IT and business alignment	14
4.5	Defining goals, objectives & metrics	16
4.6	Core elements of a metric	17
5	Reporting techniques	23
5.1	Trending	23
5.2	Aggregation of measures	23
5.3	Classification of measures	24
5.4	Alignment of key measures	25
5.5	Dashboards	26
5.6	Role based dashboards	27
5.7	Balanced scorecards	28
5.8	General scorecards	29
5.9	Cascading of scorecards	30
5.10	Strategy maps	30
5.11	Process scorecards	31
5.12	Analysis techniques	33
5.13	Tuning	35
6	The measurement process	37
6.1	Inputs	38
6.2	Activities	38
6.3	Outputs	39
6.4	Measurement activities	39
6.5	Administration of metrics data	42
6.6	Monitoring the metrics	60
6.7	Analysis of metrics	64
6.8	Tuning the process	80
6.9	Implement process initiatives	88
6.10	Measurement reporting	90
7	ITSM metrics – case study example	101
7.1	Background	101
7.2	Planning for implementation	102
7.3	Implementation	103
7.4	Monitoring	104
7.5	Analysis	107
7.6	Tuning	109
7.7	Implementation	109
7.8	Results	110
8	Implementing a measurement program	111
8.1	Planning and implementation overview	111
8.2	The 7-Step improvement process	112
8.3	Planning the process	114
8.4	Implementation of the measurement process	128
8.5	Optimizing the measurement process	134
8.6	Review and audit	135
9	Costs, benefits and possible problems	136
9.1	Costs	136
9.2	Benefits	136
9.3	Possible Problems	137
9.4	Reduce total cost of ownership	139
10	Conclusions	141
11	itSMF KPI Scorecard© metrics template users guide	142
11.1	Overview	142
11.2	System requirements	143
11.3	Installation instructions	143
11.4	Navigation & structure	144
11.5	ITSM Metrics MDB template	145
11.6	Process templates	149
11.7	Getting Started	165
11.8	Printing	166
12	List of tables and figures	167
13	References	170