Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives |  | Author: Randy A. Steinberg
Publisher: Trafford Publishing
Category: Book
Buy New: $24.95
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New (3) Used (6) from $22.99
Rating:  11 reviews
Media: Paperback
Pages: 154
Number Of Items: 1
Shipping Weight (lbs): 0.7
Dimensions (in): 8.8 x 5.9 x 0.5
ISBN: 1412093929
Dewey Decimal Number: 621
EAN: 9781412093927
Publication Date: August 2, 2006
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| Editorial Reviews:
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!"
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| Customer Reviews:
Showing reviews 1-5 of 11
 If you are an ITSM measurement implementer, buy this book now! February 12, 2010
zhuchok (Brooklyn, NY USA)
If your goal is not to lecture on, but to implement a sound ITSM measurement framework quickly and efficiently, put aside all other books currently available on the subject, until you buy and read this book! When you open Measuring ITIL, you will not only find excellent advice on how to begin implementing ITSM measurement and reporting right away, but you will also discover a CD containing customizable ready-to-use Microsoft Excel version of ITSM Measurement Model, a simple yet very comprehensive implementation of the metrics and calculations discussed in the book. I highly recommend this book!
A great book describing IT metrics August 9, 2009
James William Martin (Boston/ Providence)
I found this book very interesting and I highly recommend it for Lean Six Sigma practitioners who work on IT teams or, are involved in IT integration within their process workflows. It provides useful measures (metrics) which describe the performance of information technology systems. The metrics are divided into categories which include operations, key performance indicators, tolerances, critical success factors, dashboards and outcomes. This extensive metric listing is also integrated into a DICE model at the end of the book. DICE is an acronym representing project duration, integrity, commitment and effort. These elements form the basis of a project success prediction score. The DICE model was published in the Harvard Business Review in the article, title, The Hard Side of Change Management. It was authored by Harold L. Sirkin, Perry Keenan and Alan Jackson (Reprint R0510G).
Practical advise - just what I was looking for February 9, 2009
S. Fletcher (Utah)
I wanted some specific examples and that is what I got. The CD was great because it had all of the examples used in the book already all typed up.
 It all depends... February 9, 2009
Pete (New Zealand)
Any book like this is going to be difficult. This particular book is intended for the absolutely novice to ITIL or ITSM in general. For those not used to using metrics, it presents a useful overview of what to collect, and what value that information may be (and all kudos to the author, they include things beyond the normal Incident, Change, Problem Management that appears to occupy 80% of similar texts).
For those who have used metrics to manage business units before, it is probably a little light to be useful.
My view if you are new to ITSM and trying to pick it up in a hurry, this might be useful. You can read the 150 odd pages in less than and a couple of hours (and there is quite a bit of repetition) so it is not a huge investment in time.
If you have much of a background in IT / IS Management, there probably isn't really much to keep you enthralled here. Still, I expect it will be a useful thing to have in the library so I can pass it around no IT business colleagues to get them thinking.
Add it to your ITIL collection May 28, 2008
Donald F. Neizer II
I too agree with previous reviewers of this book. Unlike many ITIL books, you are quickly given Key Performance Indicators and Critical Success Factors that you and your team members can use and build on.
I found that the included ITSM Metrics Model spreadsheet tool to be of some use. I was very surprised and disappointed that it can't be built upon/extended since the write permissions have been locked.
However, I didn't find the included DICE model spreadsheet tool very useful for our needs since it is very basic.
If you get nothing else out of this book, the author clearly tells you how to create KPIs, CSFs, Tolerances, and metrics that matter.
Because of this, I've earned a lot of points with my boss and executives for just for purchasing this book and for trying to apply/create better metrics for our executives and a metrics program for our department.
Don Neizer
Change/Configuration Manager
Showing reviews 1-5 of 11
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