Metrics for IT Service Management by Peter Brooks

Metrics for IT Service Management by Peter Brooks

This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations. A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present 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. It also provides specific recommendations for applying metrics across the ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.

Brooks, Peter: - Peter Brooks has written extensively about the nineteenth-century novel, French and English. His books include The Melodramatic Imagination: Balzac, Henry James, Melodrama, and the Mode of Excess; Reading for the Plot, Body Work, Psychoanalysis and Storytelling and The Emperor's Body: A Novel. After many years on the faculty at Yale University, he currently teaches at Princeton University.

SKU	Non disponible
ISBN 13	9789077212691
ISBN 10	9077212698
Titre	Metrics for IT Service Management
Auteur	Peter Brooks
État	Non disponible
Type de reliure	Paperback
Éditeur	Van Haren Publishing BV
Année de publication	2006-04-01
Nombre de pages	202
Note de couverture	La photo du livre est présentée à titre d'illustration uniquement. La reliure, la couverture ou l'édition réelle peuvent varier.
Note	Non disponible