This book is a comprehensive guide to understanding and utilizing Key Performance Indicators (KPIs) and metrics in IT Service Management (ITSM). It starts by breaking down complex concepts into easy-to-understand ideas, ensuring even beginners can grasp the essentials of measuring IT service performance. Early chapters introduce foundational principles, helping readers recognize why KPIs matter and how they contribute to operational success.
As the book progresses, it delves into the application of these metrics to optimize ITSM processes, offering strategies to tackle challenges in data collection and analysis. The text emphasizes how to identify meaningful data amidst the noise and use it to drive informed decisions. Each chapter builds on practical insights, guiding professionals through the nuances of ITSM measurement and performance enhancement.
By the end, readers will have a clear understanding of how to leverage KPIs to achieve measurable improvements, create data-driven strategies, and foster a culture of continuous improvement in their organizations. With real-world examples and actionable advice, this book equips IT professionals with the tools necessary to measure success and elevate their IT service management practices.

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Spis treści

Integrated Measurement - KPIs and Metrics for ITSM. A narrative account eBook -- spis treści

• 1. So Easy Even a Child Could Do It
• 2. I'd Thought Things Were Going Rather Well
• 3. Try to Get It Right This Time
• 4. The Trivial Many Versus the Meaningful Few
• 5. Teaching Old Dogs New Tricks
• 6. Every Journey Begins with a Destination
• 7. Friend or Foe?
• 8. Hunters and Gatherers
• 9. Whispers in the Halls
• 10. What's the Use?
• 11. Bringing in the Data
• 12. The Signal Amongst the Noise
• 13. Knowledge Wants to Be Free
• 14. Long Goodbyes