Metrics for IT Service Management

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Sprache: Englisch

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Beschreibung

This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations. A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations. It also provides specific recommendations for applying metrics across the ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.

Details

Erscheinungsjahr:	2006
Genre:	Importe , Informatik
Rubrik:	Naturwissenschaften & Technik
Medium:	Taschenbuch
Inhalt:	Kartoniert / Broschiert
ISBN-13:	9789077212691
ISBN-10:	9077212698
Sprache:	Englisch
Einband:	Kartoniert / Broschiert
Autor:	Brooks, Peter
Redaktion:	Brooks, Peter
Hersteller:	Van Haren Publishing
Verantwortliche Person für die EU:	Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de
Maße:	244 x 170 x 12 mm
Von/Mit:	Peter Brooks
Erscheinungsdatum:	04.04.2006
Gewicht:	0,369 kg