Up-to-date, based on the ITIL® framework, as well as COBIT®, ISO/IEC 20000, PMI® and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you how to integrate metrics into your business and maximize their usage and effectiveness. You will learn what to consider when gathering and reporting information and how to secure and protect your company's metrics.

• Cover
• Title
• Copyright
• Table of Contents
• Chapter 1: Introduction
• Chapter 2: Using Metrics
  • Understanding metrics
  • Defining metrics
  • Why do we need metrics?
  • Methodology for using metrics
  • Purpose for metrics (metrics tree)
  • Integrating metrics
  • Metrics reporting
  • Securing and protecting metrics
  • Calculations
  • Continual Service Improvement (CSI)
• Chapter 3: Service Strategy Metrics
  • Strategy management metrics
  • Service portfolio management metrics
  • Financial management metrics
  • Demand management metrics
  • Business relationship management metrics
• Chapter 4: Service Design Metrics
  • Design co-ordination metrics
  • Service catalog management metrics
  • Service level management metrics
  • Availability management metrics
  • Capacity management metrics
  • IT service continuity management metrics
  • Information security management metrics
  • Supplier management metrics
• Chapter 5: Service Transition Metrics
  • Transition planning and support metrics
  • Change management metrics
  • Service asset and configuration management metrics
  • Release and deployment management metrics
  • Service validation and testing metrics
  • Change evaluation metrics
  • Knowledge management metrics
• Chapter 6: Service Operation Metrics
  • Event management metrics
  • Incident management metrics
  • Request fulfillment metrics
  • Problem management metrics
  • Access management metrics
  • Service desk metrics
• Chapter 7: Additional Metrics
  • Project management metrics
  • Risk management metrics
  • Data center metrics
• References
• ITG Resources