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Metrics for IT Service Management

Metrics for IT Service Management

Metrics for IT Service Management

Peter Brooks

72,76 €
IVA incluido
Disponible
Editorial:
Van Haren Publishing
Año de edición:
2006
Materia
Informática: cuestiones generales
ISBN:
9789077212691
72,76 €
IVA incluido
Disponible
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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.

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