Product Description

How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives?

Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In this book you will learn about:

Defining and building a comprehensive ITIL metrics program; Which metrics are the most important and how to calculate them; Dealing with staff resistance to a metrics program; Tips and suggestions for what to do if inadequate tools and reporting exist; Suggested work plan for how to build your metrics program step-by-step.

In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated!

This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place.

"Finally, someone tackled the mystery of ITIL metrics and put it all in one place!"

"No theory here…this gives us the real metrics we can easily go after…"

"A fantastic addition to our ITIL reference library and our IT Service Management solution set!"

Product Details

• Amazon Sales Rank: #102466 in Books
• Published on: 2006-08-02
• Released on: 2001-01-01
• Original language: English
• Number of items: 1
• Binding: Paperback
• 154 pages

About the Author
Randy A. Steinberg has over 25 years experience implementing and managing IT infrastructures and service management solutions at numerous companies around the world. His past roles include a stint as Global Head of Service Management for Reuters, Head of Operations and Support for the Milwaukee Medical Complex and many Lead Manager roles for numerous large client infrastructure implementations for IBM and Accenture clients. Randy has been a frequent speaker at a number of itSMF meetings around the U.S. and was invited to keynote the national itSMF convention in 2004.

Randy is Manager Certified in IT Service Management. He is the co-author of an ITSM methodology and operational framework that was used worldwide by Andersen Consulting. One of his IT Service Management clients received a Malcolm Baldridge award for the quality of their IT services.

Randy is currently a Senior Consultant at Covestic where he leads large scale ITSM efforts for their clients. He has also authored the book Implementing ITIL — Adapting Your Organization to the Coming Revolution in IT Service Management, also available through Trafford Publishing: ISBN 1-4120-6618-2.

Feel free to contact Randy about any ITSM related concerns, issues or recommended changes and additions to this book. They are always welcome. Randy can be reached at RandyASteinberg@aol.com.

Customer Reviews

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 book (more like a booklet) provides generic quality metrics spanning the data, operational and service perspectives. It is short and concise using mostly tables and lists and draws upon many of the KPIs included within the ITIL core texts. It's a great way to save time and get diverse IT folks operating from a common reference but like all successful metric initiatives, customization and targeted efforts will still be necessary. It also includes a decent excel dashboard to get you rolling.

As a previous reviewer mentioned, it is best when paired with other texts for a more comprehensive presentation of metrics theory, challenges, benefits and techniques. I too would recommend "Visible Ops" and add to that list "Metrics for IT Service Management" by Peter Brooks. Each book promotes a different perspective and breadth but together they cover all the bases particularly well.

Excellent resource for IT Metrics Managers
This text presents the components of evaluating your IT Organization with clear and concise terms and offers a practical terms and approach. It is a quick read but extremely informative. It's fully aligned with ITIL but cuts through much of the complexity to provide a clear path for implementing a metrics program.

I highly recommend this book to senior management, the program manager and his/her team and the participants from within the organization that will be charged with identifying Key Performance Indicators and Critical Success factors for their areas of the business.

ITIL in the trenches...
Folks,
After you have suffered sitting through the courses on the philosohy of ITIL, buy this book, "Measuring ITIL", and also purchase "Visible OPS". These two books will give you a practicum on implementing ITIL for your infrastructure operations. And yes, your IT infrastructure operations will improve as a result!