Metrics-based IT service management

This title offers and explains key metrics for the important areas of IT management. It helps to adopt and adapt them, to develop your own measurement and reporting system. It introduces some basics of the system dynamics - an important and fascinating perspective on the process management.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Isaychenko, Dimitry (Autor), Demin, Pavel (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: London : The Stationery Office Ltd, 2022.
Temas:
Information technology > Management.
Support services (Management)
Computer service industry > Management.
Technologie de l'information > Gestion.
Services de soutien (Gestion)
Services informatiques > Gestion.
Electronic books.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Intro
  • Copyright Page
  • Contents
  • List of figures
  • List of tables
  • Foreword
  • Introduction
  • Acknowledgements
  • Chapter 1: Service management and measurements
  • 1.1 Services
  • 1.2 IT service management system
  • 1.3 Dimensions and methods of measurement and evaluation
  • 1.4 A word of caution
  • Chapter 2: Measurement and evaluation systems
  • 2.1 Measurement and metrics
  • 2.2 Types of metrics
  • 2.3 Methods of measurement
  • 2.4 Key performance indicators
  • 2.5 KPI scorecards
  • 2.6 Forming a measurement and evaluation system
  • Chapter 3: Measuring and evaluating service quality
  • 3.1 Service level and quality
  • 3.2 The service action method
  • 3.3 Customer requirements as the basis for service quality measurement
  • 3.4 Method for building a service measurement and evaluation system
  • 3.5 Service quality reporting
  • Chapter 4: Measuring and evaluating service management processes
  • 4.1 Incident and request management
  • 4.2 Problem management
  • 4.3 Configuration management
  • 4.4 Change management
  • 4.5 Service catalogue and service level management
  • 4.6 Why we chose these processes
  • Chapter 5: Service management system dynamics
  • 5.1 Fragmented nature
  • 5.2 Mutual influence
  • 5.3 Introduction to system dynamics
  • 5.4 System dynamics toolset
  • 5.5 Metrics development and verification
  • 5.6 System structures of processes
  • 5.7 Building a measurement and evaluation system (expanded method)
  • Chapter 6: Reports and dashboards
  • 6.1 Types of reports
  • 6.2 Report design method
  • 6.3 A sample incident management dashboard
  • Chapter 7: Employee performance evaluation system
  • 7.1 Requirements for an employee performance evaluation system
  • 7.2 Personal performance agreement
  • 7.3 Personalized weights for process indicators
  • 7.4 Aggregation algorithms
  • 7.5 Aggregation colour-coding
  • 7.6 Summary
  • Chapter 8: In conclusion
  • Glossary
  • References
  • Notes

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