Badly designed metrics can be actively harmful to an organization's proper functioning. Producing a set of metrics that avoids the pitfalls and delivers genuine value is not easy. This title deals 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.

• Uses the ITIL process structure and principles from ISO20000 as a basis
• This title can be used as a starting point for customizing particular metrics
• Contains practical sheets for day-to-day use
• Provides much-needed approach to the issue of measuring deliverables within Service Management Operations

Endorsements

''This book not only covers what metrics need to be seriously considered, but explains the 'why' and 'how' behind selecting and defining them, pointing out along the way many of the dangers and pitfalls of selecting the wrong ones; or too many.''

 - Ken Wendle (FISM) previous President of the itSMF USA, works as a Senior Solution Architect for Hewlett Packard's OpenView Software division

''Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of "How" to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective. I don't carry many books around with me, this one, I most certainly will!!"

- Ian Clark, Principal ITSM Consultant Foster-Melliar