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Metrics for IT Service Management
by Peter Brooks
from Van Haren Publishing
Customer Reviews:
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Avg. Customer Rating: 3.0 / 5.0 
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Save your money 
This book is over-written, by that I mean a list of ITSM metrics is over-discussed and can be found for free on the web. Looking at the volume of metrics, Mr. Brooks clearly isn't in the camp of "measure what matters", he's more along the lines of "measure whatever doesn't move, and if it does move, stop it from moving, and then measure it". This could quickly lead to no one paying much attention to metrics. Pick a handful of the most important value heavy metrics and track those. Also Mr. Brooks should use... more info
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A Metrics-based focus for IT 
Meat and potatos metrics - no fluff. Very organized approach to establishing a strong metric-based IT environment. Offers a comprehensive set of goals, mission statements, and objectives for each catagory of process. Offers specific metrics (target as well as warning level) for the gamut of IT functions. Identifies stake holders, constraints, specifications, and justification for each metric offered. Probably could use a glossary for all the acronyms, but that's a minor issue.
If you need to develop... more info
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