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Implementing Metrics for ITSM

 

ITSM Library book on how to Implement Metrics for IT Service Management.   A measurement framework to help align IT with the business objectives to create value through continuous improvement.  Includes ITSM KPI Scorecard templates.

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ITSM Library book on how to Implement Metrics for IT Service Management.   A measurement framework to help align IT with the business objectives to create value through continuous improvement.  Includes ITSM KPI Scorecard templates.

ISBN: 9789087531140

Author: David Smith, Micromation Inc. Canada

Resellers:

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Scorecard Download

This ITSM KPI scorecard contains 24 Microsoft Excel metrics templates which helps to quickly enter and report metrics, scorecards and dashboards, demonstrating many of the principles described in the book Implementing Metrics for IT Service Management.  License key can be purchased to unlock and modify the workbooks. 

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​Purchase the itSMF KPI Scorecard License Key and User Guide to unlock and customize the itSMF KPI Scorecards.

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Learn how to realize the benefits of ITIL®/ITSM by improving your performance using a measurement framework for IT Service Management (“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”).

A measurement framework helps IT managers validate the IT strategy and vision, provide direction with targets and metrics, justify changes with a means to gauge value realized and intervene and provide corrective actions when necessary. 

Based on a continuous improvement methodology, this book and software templates provide IT Service Managers with a methodology, hundreds of metrics, scorecards and dashboard templates to monitor, analyze, tune and improve the IT processes and services.

 

ISBN: 9789087531140

Author: David Smith, Micromation Inc. Canada

Contents:

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” published by Van Haren Publishing. The objectives of the measurement program are to help the reader determine ways to: 

  • Align IT with business objectives

  • Maintain compliance requirements for business operations

  • Drive operational efficiencies, effectiveness and quality.

Concepts presented in this book include:

  • Continuous improvement i.e. W. Edwards Deming's Plan/Do/Check/Act model
  • Top-down design approach for aligning goals and objectives
  • Process and service based IT service management approach
  • Scalable and flexible fit-for-purpose model with hundreds of sample metrics and scorecards
  • Bottom-up reporting of facts, metrics, indicators, scorecards and dashboards
  • Aggregation of metrics to formulate key performance indicators
  • Accountability and roles based matrix models
  • Techniques for comparative, causal and predictive analysis
  • Method for filtering improvement initiatives and tracking performance status
  • Ability to report performance improvements and derived value based benefits
  • Multiple implementation methods and scenarios
  • How to check-lists for planning and implementing metrics.

Why Buy?

Learning how to implement metrics for ITSM will help provide these benefits:

  • Save time - hundreds of metrics, scorecards and dashboards ready for personalization
  • Save money - minimal investment approach which can drive significant cost avoidance and savings
  • Lower risk - helps plan migration path for more costly business intelligence systems reducing risks
  • Easy to use - template approach makes it easy to design metrics, scorecards and dashboards
  • Peace of mind - built on industry standards using the IT Infrastructure Library ITIL™ of best practices
  • Faster results - template approach with methodology provides a path for quick wins.

Advantages

Learning how to implement metrics for ITSM will help provide these advantages:

  • Provide the instrumentation for management control
  • Make it easier to concentrate what’s important
  • Make it easier to spot danger in time to correct it
  • Improve moral in an organization by recognizing successes
  • Stimulate healthy competition between process owners
  • Align IT with the business goals and objectives
  • Drive cost efficiencies and effectiveness
  • Improve service levels and quality of service increasing satisfaction.
Companion Products: myKPI Designer Software