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Integrated Measurement - KPIs and Metrics for ITSM

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  • 175 Seiten
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Companies often turn to Key Performance Indicators (KPIs) to measure performance, but there is a common misconception that the mer... Weiterlesen
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Beschreibung

Companies often turn to Key Performance Indicators (KPIs) to measure performance, but there is a common misconception that the mere act of measurement will change behavior and improve performance. This book is one of a series covering the implementation of new processes within an organization and how to facilitate behavior changes to make the project a success. This volume deals with the implementation of a KPI management system. Integrated Measurement - KPIs and Metrics for ITSM cleverly utilizes a narrative story to make the subject matter accessible and engaging for the reader. The characters are fictitious, but the story comes from the author's own experience and real third party accounts. Each chapter ends with conclusions drawn from events in the story, giving the reader a wealth of practical advice on the pitfalls to anticipate and avoid. Readers with little or no ITIL(R) background will find this book interesting, entertaining and extremely useful in understanding the keys to a successful implementation of a KPI management system.

Zusammenfassung
Understand Metrics and KPIs for IT Service ManagementWhen companies look to identify opportunities for improvement, they often turn to Key Performance Indicators (KPIs) to measure their current performance in achieving business strategies and objectives.There is a common misconception, however, that KPIs are simple measurements that are easy to create, and that the mere act of this measurement will cause people to change their behaviour and improve their performance without additional intervention.Learn to implement an ITSM KPI management system Integrated Measurement - KPIs and Metrics for ITSM is the third title in a series designed to explain, at an operational level, how to implement new processes within an organisation, and how to facilitate the necessary changes to people's behaviour, in order to make that implementation a success.Real-world KPI experience Through an engaging narrative story, this volume in the series looks at the implementation of a KPI management system. Through the central character, readers witness (and learn from) real-world conversations and situations that are commonplace in an everyday business environment. The characters are fictitious, but the story comes from the author's own experience and real accounts.Each chapter ends with valuable lessons and conclusions drawn from events in the narrative, giving the reader a wealth of real-world, practical advice on what works, what fails, and the common traps and pitfalls to anticipate and avoid during an implementation project.People with little or no ITIL experience, or even a limited IT background, will find this book interesting, entertaining and, above all, extremely useful in understanding the means to a successful implementation of a KPI management system.

Produktinformationen

Titel: Integrated Measurement - KPIs and Metrics for ITSM
Autor:
EAN: 9781849284868
ISBN: 978-1-84928-486-8
Digitaler Kopierschutz: Adobe-DRM
Format: E-Book (pdf)
Herausgeber: It Governance Publishing
Genre: Informatik, EDV
Anzahl Seiten: 175
Veröffentlichung: 21.05.2013
Jahr: 2013
Untertitel: Englisch