Product Description

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.

Product Details

• Amazon Sales Rank: #268023 in Books
• Published on: 2006-01-31
• Original language: English, German
• Number of items: 1
• Binding: Paperback
• 202 pages

Review
Applying the ideas in Peter's book will assist you in getting the right things done. -- Ken Wendle, Senior Solution Architect, Hewlett Packard

Applying the ideas in Peter's book will assist you in getting the right things done. -- Ken Wendle, Senior Solution Architect, Hewlett Packard

Dollar for Dollar this book probably creates more value per page than almost any other book in my library. -- David Messineo, Computer Associates

I don't carry many books around with me, this one, I most certainly will! -- Ian Clark Principal ITSM Consultant

The text aims the reader at measurement that avoids excess or irrelevance. --Malcolm Ryder (CA Architect)

Dollar for Dollar this book probably creates more value per page than almost any other book in my library. -- David Messineo, Computer Associates

I don't carry many books around with me, this one, I most certainly will! -- Ian Clark Principal ITSM Consultant

The text aims the reader at measurement that avoids excess or irrelevance. -- Malcolm Ryder (CA Architect)

From the Publisher
Published on behalf of ITSMF NL

Customer Reviews

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 metrics for an IT environment, buy this book or hire a consultant who has read it.

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 bullet graphs to clean up his visuals depicted in his book. Look on page 90 and tell me how many dotted lines can you distinguish between? Because he has 8 of them in one line graph along with 9 other types of lines. It looks like a hairball mixed up with a wad a Christmas tree lights with a little fishing line tangle thrown in for good measure.

Good compilation
Good compilations of metrics about IT service, can be a guide on measures already tested.