Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives

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Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
by Randy A. Steinberg
from Trafford Publishing

Customer Reviews:

• Avg. Customer Rating: 4.0 / 5.0

• Add it to your ITIL collection
  I too agree with previous reviewers of this book. Unlike many ITIL books, you are quickly given Key Performance Indicators and Critical Success Factors that you and your team members can use and build on.
  I found that the included ITSM Metrics Model spreadsheet tool to be of some use. I was very surprised and disappointed that it can't be built upon/extended since the write permissions have been locked.
  However, I didn't find the included DICE model spreadsheet tool very useful for our needs since... more info

• Cliff notes for ITSM metrics - Stands on its own but is better as a complementary text
  Wouldn't it be nice if you knew what you desired to measure and analyze prior to rolling out new ITSM processes or their enabling tools? What if you have no former point of reference or an entire lack of metrics? You could start from scratch or use this book as a starting point and modify accordingly. The later option will provide more time for determining how best to capture, disseminate, report and conduct trending - which is what you really care about anyways...
  Don't expect a silver bullet. This... more info

• Schaum's Outline Guide to ITIL Metrics
  Randy Stienberg gets to the heart of the measurement and metrics very quickly with practical lists.
  I found the information to be an instant hit with my customer management and my team.
  -Arun

• Short but useful
  Short book that has a quick (1 hour) read. Practical to follow, but short on depth. Get if you want to quickly implement reporting but do not expect details on actual implementation.

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