Metrics for Service Management: Designing for ITIL® (Best practice) - Softcover

'This publication provides a good, holistic view of the metrics that are useful in a Service Management implementation. It goes beyond the standard operational metricsto provide a more robust approach and introduces some good process measurement to be used in CSI efforts.' -- Phyllis Drucker "Independent Consultant and ex CEO itSMF USA"

This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.