Metrics For Service Management: Designing For ITIL by Van Haren Publishing

Other publications by Van Haren Publishing Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains: - IT management - Architecture (Enterprise and IT) - Business management and - Project management Van Haren Publishing offers a wide collection of whitepapers, templates, free e-books, trainer material etc. in the Van Haren Publishing Knowledge Base: ww. anharen. net for more details. For information and printed versions please see ww. Metrics for Service Management: Designing for ITIL®. Use is for Single Users only via a VHP Approved License. Colophon Title: Metrics for Service Management: Designing for ITIL®. Author: Peter Brooks.

ITIL® Service Design ww. ice. IT. IL. ®. Se rvice Passing the ITIL® Foundation Exam - Van Haren. 71 MB·2,440 Downloads. little book to the ITIL Foundation syllabus and indexed its content against it, Mastercam Version 9 Mill/Design Tutorial (metric). ITIL V3 - Service Improvement Page 2 of 307 The ITIL Core consists of five publications Database Systems: Design, Implementation, and Management (with. 68 MB·14,099 Downloads. Carlos Coronel, Steven Database.

The very nature of Best Practice guidance is that people like Peter Brooks publish materials such as the book discussed here, into the Body of Knowledge. Allegedly by command of her (British) Majesty’s Government, through its agency OGC, the registered trademark -symbol (®) appears after the acronym ITIL everywhere.

That is why the book Metrics for Service Management: Designing for ITIL specifically mentions design. What it does is, describe how to design metrics. Metrics have to be designed for services - which requires an understanding of the service and what value it will deliver to the business and the user. The value is defined in the Service Strategy stage of a new service and the detail is documented in the Service Design Package (SDP). Designing metrics involves understanding exactly what the constraints are to the business that prevent it from succeeding in delivering value to its customers. Understanding this enables IT to then design services properly, not just to do impressive looking things, but to actually solve real business problems. Published March 31st 2012 by Van Haren.

Dutch), IT Service Management - best practices, part 3 (Dutch), IT Service Management - best practices, part 4 (Dutch) Topics & Management instruments, Metrics for IT Service Management (English), Six Sigma for IT Management (English), The RfP for IT Outsourcing - A Management Guide (Dutch), Service Agreements - A Management Guide (English), Frameworks for IT Management (English, German, Japanese), IT Governance based on CobiT® - A Management Guide. Contents  Colophon Foreword Acknowledgements 1 . . Introduction What is ITIL?

Download Van Haren Publishing - IT Service Management based on ITIL V3 - A Pocket Guide (2 Chapters). Report "Van Haren Publishing - IT Service Management based on ITIL V3 - A Pocket Guide (2 Chapters)". Please fill this form, we will try to respond as soon as possible.

Publisher: van Haren Publishing. Publication Date: 15/10/2011. Category: Teaching skills & techniques. Free P&Pwhen you spend £20 or over. Adopting Service Governance. Flaubert in the Ruins of Paris. Also in the Best Practice Series series View all. ITIL.

E-Book: Metrics for IT Service Management 5. Brynjolfsson, . & Hitt, L. M. (1998). Beyond the productivity paradox. Designing an evaluation framework for IT service management. Information & Management, 47(4), 219-225. 24. Moura, . Sauve, . Jornada, . & Radziuk, E. (2006, June) 33. Saunders, C. & Jones, J. W. (1992). Measuring performance of the information systems function. ITSM process assessment supporting ITIL, Van Haren Publishing, Amersfoot. 40. Van Der Zee, J. T. & De Jong, B. (1999). Journal of management information systems,16(2), 137-158. 41. Van Grembergen, . De Haes, . & Amelinckx, I. (2003).

Many organizations find it very difficult to use metrics properly, and badly designed metrics can be actively harmful to proper business functioning. This book addresses the causes of the difficulties and presents workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations, and specific recommendations for applying metrics across ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations. Publisher: Van Haren Publishing. Date added: 08/06/2011.

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. Implementing Metrics for. has been added to your Cart. the book is full of interesting content that can help you understand and implement the metrics for a good management of the service.