Integrated Measurement - KPIs and Metrics for ITSM - A narrative account

Descrizione

Realistic, practical advice for an ITSM KPI project with a happy ending

In this fictional account of the implementation of a KPI management system to improve an IT service management function, we follow the adventures of Chris. Chris is an IT professional who has been given the task of implementing the new measures. Chris meets many of the problems faced by real-life professionals in the same situation, including the common misconception that KPIs are simple, easy to create, and will cause staff to change their behaviour and improve their performance without additional intervention. In order to succeed, he sets about meeting the challenge of changing behaviour and overcoming resistance to change.

Learn from Chris and from leading ITSM practitioners

Through the central character, readers learn from real-world conversations and situations that are commonplace in everyday business. Although the characters are fictitious, the story comes from the author's own experience and real accounts from leading ITSM practitioners. Each chapter ends with valuable lessons and conclusions drawn from events in the narrative, giving the reader a wealth of real-world, practical advice on what works and what doesn’t. Throughout the book, Chris’s actions reveal the common traps and pitfalls to avoid during an implementation project. Ideal for new ITIL practitioners, it can be used profitably by anyone who becomes involved in a KPI project.

Contents

So Easy Even a Child Could Do It;
2. I'd Thought Things Were Going Rather Well;
3. Try to Get it Right this Time;
4. The Trivial Many Versus the Meaningful Few;
5. Teaching Old Dogs New Tricks;
6. Every Journey Begins with a Destination;
7. Friend or Foe?;
8. Hunters and Gatherers;
9. Whispers in the Halls;
10. What's the Use?;
11. Bringing in the Data;
12. The Signal Amongst the Noise;
13. Knowledge wants to be Free;
14. Long Goodbyes.

About the Author

Daniel McLean is an ITIL consultant with over 20 years' experience in IT. He has spent the last 10 years designing, implementing and operating processes supporting ITSM. He was also a peer reviewer during development of the OGC ITIL v3 Service Strategy Best Practice. Daniel has been involved in the development and delivery of company-focused ITSM courseware, and he is the author of several other titles, including The ITSM Iron Triangle: Incidents, Changes and Problems and No One of Us Is As Strong As All of Us: Services, Catalogs and Portfolios.

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