Metrics for Service Management: (eBook, PDF)
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This title is the sister book to the global best-seller Metrics for Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value th...
This title is the sister book to the global best-seller Metrics for Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach.
More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle.
The book shows the reader how do achieve this Value objective by covering the following:
- Introduction (this chapter), explaining the purpose and structure of this book
- Managing, metrics and perspectives: key principles of metrics
- Governance: the metrics required for effective governance
- Service Strategy: the metrics required for the first phase of the service lifecycle
- Service Design: the metrics required for the second phase of the service lifecycle
- Chapters exploring Service Design-related topics in more detail:
o Classifications of metrics
o Outsourcing and emerging technologies
o Cultural and technical considerations
o Tools and tool selection
- Service Transition: the metrics required for the third phase of the service lifecycle
- Chapter exploring Service Transition-related topic in more detail: Service Transition and management of change
- Service Operation: the metrics required for the fourth phase of the service lifecycle
- Continual Service Improvement: the metrics required for the final on-going phase of the service lifecycle
ENDORSEMENTS
"A useful tool that will help to better understand the metrics related to ITSM processes."
Stÿ©phane Cortina, R&D Engineer, Centre de Recherche Public Henri TUDOR
What I especially like about this practical book is the focus on continual improvement - it doesn't try and tell you what the 'perfect' target situation should be, but rather encourages you to measure with the aim of making improvements against the current baselineÿ¿
Suzanne Galletly, EXIN
This publication provides a good, wholistic view of the metrics that are useful in a Service Management implementation. It goes beyond the standard operational metrics to provide a more robust approach and introduces some good process measurement to be used in CSI efforts.ÿ¿Phyllis Drucker, Independent Consultant and ex CEO itSMF USA
Book Review by Susan Schellhase
Despite implementation of seemingly efficient and effective processes or services, an organization can experience negative unexpected or unintended consequences due to poorly designed metrics. This book provides not only an introduction to the basics of metrics design but also an thorough list of metrics attributes as well as a template and metrics examples for each phase in the ITIL lifecycle.
Two tips I found interesting and helpful relate to Context and the importance of the ITIL phases.
ÿ¿ Metrics require perspective to be meaningful and minimize misinterpretation. For this reason, one key field in the template and examples is Context, to provide a way to document that perspective at the time the metric is designed.
ÿ¿ Most organizations tend to focus on Operational metrics. However, the book stresses the importance of implementing well-designed service metrics early in the lifecycle, in the Service Strategy or Design processes. Doing so will allow an organization to assess whether a service is properly aligned with the business, well designed and effectively transitioned. Waiting until the Service Operation phase to measure can result in sub-optimal services and more limited opportunities for improvement.
Included are examples of Headline metrics, which can illustrate trends, and Component metrics, which contain the details needed to develop specific action plans for improvement.
I was also happy to see reference to metrics in emerging technologies and trends, such as Outsourcing, Cloud computing, SOA and even green computing. The Outsourcing case study was especially interesting. It shows the power that metrics have in driving behavior, sometimes in the wrong direction.
This book is intended for those with some familiarity with Service Management, ITIL and/or ISO/IEC 20000. The basics of metrics are well covered, so even those with limited experience in that area will benefit. Focus on metrics in other, complementary frameworks such as CoBiT, Six Sigma and CMMI, are briefly discussed as well.
I read the electronic copy of this book for the purposes of this review. As a reference book, however, I would prefer a hard copy, as I tend to dog-ear, highlight and scribble in my professional reference books. I found the material in this book to be extremely helpful, practical and complete, and intend to apply it to the process metrics my company is now implementing.
More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle.
The book shows the reader how do achieve this Value objective by covering the following:
- Introduction (this chapter), explaining the purpose and structure of this book
- Managing, metrics and perspectives: key principles of metrics
- Governance: the metrics required for effective governance
- Service Strategy: the metrics required for the first phase of the service lifecycle
- Service Design: the metrics required for the second phase of the service lifecycle
- Chapters exploring Service Design-related topics in more detail:
o Classifications of metrics
o Outsourcing and emerging technologies
o Cultural and technical considerations
o Tools and tool selection
- Service Transition: the metrics required for the third phase of the service lifecycle
- Chapter exploring Service Transition-related topic in more detail: Service Transition and management of change
- Service Operation: the metrics required for the fourth phase of the service lifecycle
- Continual Service Improvement: the metrics required for the final on-going phase of the service lifecycle
ENDORSEMENTS
"A useful tool that will help to better understand the metrics related to ITSM processes."
Stÿ©phane Cortina, R&D Engineer, Centre de Recherche Public Henri TUDOR
What I especially like about this practical book is the focus on continual improvement - it doesn't try and tell you what the 'perfect' target situation should be, but rather encourages you to measure with the aim of making improvements against the current baselineÿ¿
Suzanne Galletly, EXIN
This publication provides a good, wholistic view of the metrics that are useful in a Service Management implementation. It goes beyond the standard operational metrics to provide a more robust approach and introduces some good process measurement to be used in CSI efforts.ÿ¿Phyllis Drucker, Independent Consultant and ex CEO itSMF USA
Book Review by Susan Schellhase
Despite implementation of seemingly efficient and effective processes or services, an organization can experience negative unexpected or unintended consequences due to poorly designed metrics. This book provides not only an introduction to the basics of metrics design but also an thorough list of metrics attributes as well as a template and metrics examples for each phase in the ITIL lifecycle.
Two tips I found interesting and helpful relate to Context and the importance of the ITIL phases.
ÿ¿ Metrics require perspective to be meaningful and minimize misinterpretation. For this reason, one key field in the template and examples is Context, to provide a way to document that perspective at the time the metric is designed.
ÿ¿ Most organizations tend to focus on Operational metrics. However, the book stresses the importance of implementing well-designed service metrics early in the lifecycle, in the Service Strategy or Design processes. Doing so will allow an organization to assess whether a service is properly aligned with the business, well designed and effectively transitioned. Waiting until the Service Operation phase to measure can result in sub-optimal services and more limited opportunities for improvement.
Included are examples of Headline metrics, which can illustrate trends, and Component metrics, which contain the details needed to develop specific action plans for improvement.
I was also happy to see reference to metrics in emerging technologies and trends, such as Outsourcing, Cloud computing, SOA and even green computing. The Outsourcing case study was especially interesting. It shows the power that metrics have in driving behavior, sometimes in the wrong direction.
This book is intended for those with some familiarity with Service Management, ITIL and/or ISO/IEC 20000. The basics of metrics are well covered, so even those with limited experience in that area will benefit. Focus on metrics in other, complementary frameworks such as CoBiT, Six Sigma and CMMI, are briefly discussed as well.
I read the electronic copy of this book for the purposes of this review. As a reference book, however, I would prefer a hard copy, as I tend to dog-ear, highlight and scribble in my professional reference books. I found the material in this book to be extremely helpful, practical and complete, and intend to apply it to the process metrics my company is now implementing.
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