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5 of 5 people found the following review helpful
5.0 out of 5 stars A useful list of ideas, 30 Oct. 2010
This review is from: Metrics for IT Service Management: ITSM Library (Paperback)
As a service management consultant I use this book on a regular basis. Proving the value of ITSM projects can be a tricky thing to achieve but is vital to prove the success of projects you undertake (and as a consultant....to ensure you get paid...). As an example configuration management enables other processes to be more effective. This book provides guidance on how how to measure the improvement in other areas such as incident or change management based on the benefit your config project has achieved.

You still need to be smart enough to match these metrics to business drivers within your company and set context to marry the improvement to specific goals that mean something to your organisation.

The book also helps with a common problem which is avoiding behaviours that enable 'improvements' in specific metrics but adversely affect the overall operation. It uses the NHS waiting lists as an example which resonates with my clients well when trying to explain the concept.

A really useful book.
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1 of 2 people found the following review helpful
4.0 out of 5 stars Matches Requirement, 25 April 2013
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This review is from: Metrics for IT Service Management: ITSM Library (Paperback)
The product reached on time & in good shape. The published by year on the Ad was old so was concerned but when it came, it was the latest edition/publication so that's good! The paper quality isn't great (a colleague of mine bought it elsewhere & paper/print quality was better) but doubt if it would be due to Amazon. Will recommend to others citing the quality difference though.
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Metrics for IT Service Management: ITSM Library
Metrics for IT Service Management: ITSM Library by Peter Brooks (Paperback - 4 April 2006)
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