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Measuring Itsm: Measuring, Reporting, and Modeling the It Service Management Metrics That Matter Most to It Senior Executives by [Steinberg, Randy A.]
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Measuring Itsm: Measuring, Reporting, and Modeling the It Service Management Metrics That Matter Most to It Senior Executives Kindle Edition

5.0 out of 5 stars 1 customer review

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Length: 196 pages Enhanced Typesetting: Enabled Page Flip: Enabled
Language: English

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Product description

Product Description

How do you measure and report your IT services and processes?
Which metrics matter the most to senior executives?

Finally, here is a book that shows you how! Not theory, 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 the following:

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!


Product details

  • Format: Kindle Edition
  • File Size: 475 KB
  • Print Length: 196 pages
  • Publisher: Trafford Publishing (4 December 2013)
  • Sold by: Amazon Australia Services, Inc.
  • Language: English
  • ASIN: B0792KH8B1
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Not Enabled
  • Enhanced Typesetting: Enabled
  • Average Customer Review: 5.0 out of 5 stars 1 customer review
  • Amazon Bestsellers Rank: #292,721 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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13 November 2014
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Most helpful customer reviews on Amazon.com

Amazon.com: 4.0 out of 5 stars 20 reviews
S. L. Kelly
5.0 out of 5 starsDon't loan this book
1 September 2015 - Published on Amazon.com
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6 people found this helpful
DinoLover
5.0 out of 5 starsKick start your metrics program
20 November 2014 - Published on Amazon.com
Format: Kindle EditionVerified Purchase
One person found this helpful
Amazon Customer
4.0 out of 5 starsFour Stars
8 December 2016 - Published on Amazon.com
Format: Kindle EditionVerified Purchase
Uncle Matt
5.0 out of 5 starsGreat Book, Insightful and worth every penny
10 September 2014 - Published on Amazon.com
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4 people found this helpful
GAStarGazer
5.0 out of 5 starsGreat information to driving thinking on measuring processes
2 August 2015 - Published on Amazon.com
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