MEASURING ITSM

• Defining and building a comprehensive metrics program • Metrics that are the most important and how to calculate them • How to measure your IT services • Tips and suggestions for what to do if inadequate tools and reporting exist • Suggested approach for how to build your metrics program step-by-step In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use yourself. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! A comprehensive guide for building any service management metrics program with all the information you need in one place! No theory here . . . this gives us real metrics we can easily go after. A fantastic addition to our IT service management solution set!