Author: Peter Brook
Publisher: Van Haren Publishing
Keywords: management, service, metrics
Number of Pages: 202
Published: 2006-01-31
List price: unknow
ISBN-10: 9077212698
ISBN-13: 9789077212691

Many organizations find it very difficult to use metrics properly, and badly designed metrics can be actively harmful to proper business functioning. This book addresses the causes of the difficulties and presents 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, and specific recommendations for applying metrics across ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.

Author: Randy A. Steinberg
Publisher: Trafford Publishing
Keywords: measuring, matter, senior, executives, metrics, service, itil, reporting, modeling, management
Number of Pages: 154
Published: 2006-08-02
List price: $24.95
ISBN-10: 1412093929
ISBN-13: 9781412093927

How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In this book you will learn about: Defining and building a comprehensive ITIL metrics program; Which metrics are the most important and how to calculate them; Dealing with staff resistance to a me

Author: David Smith
Publisher: Van Haren Publishing
Keywords: itsm, library, guide, introduction, management, metrics, service, implementing
Number of Pages: 186
Published: 2008-09-01
List price: $161.00
ISBN-10: 9087531141
ISBN-13: 9789087531140

CONTAINS CD WITH EXPERT TEMPLATESThis book provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT) framework and supports ISO/IEC 20000 standards for IT Service Management. This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included alon

Authors:Gerard Blokdijk, Claire Engle, Jackie Brewster,
Publisher: Emereo Pty Ltd
Keywords: management, service, guide, problem, fulfilment, access, request, event, operation, operations, complete, managing, incident
Number of Pages: 344
Published: 2008-04-30
List price: $49.95
ISBN-10: 0980513650
ISBN-13: 9780980513653

Many organizations are looking to implement Service Operation Processes as a way to improve the structure and quality of the business. The information found within the book is based on the ITIL Version 3 framework, specifically the Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management processes. The book is designed to answer a lot of the questions about IT Operations Management and provide you with useful guides, templates and essential, but simple to use assessments. The supporting documents and assessments will help you identify the

Author: Mitch Schneider
Publisher: Delmar Cengage Learning
Keywords: management, automotive, service, series, relationship, total, customer
Number of Pages: 140
Published: 2002-12-06
List price: $25.95
ISBN-10: 1401826571
ISBN-13: 9781401826574

Gain the expertise required for success in one of the hottest segments of the automotive industry! This pioneering, eight-book series leads users to an understanding of the principles and procedures needed to manage an automotive services facility. Written by a National Automotive Service Advisory Panel member and former host of the ôTech Tipsö segment on the popular ôTruckinÆ USAö television show, each book contains proven solutions for effectively tackling challenges faced by todayÆs professional automotive service managers. The rationale for automotive services management as a unique

Author: Gerard Blokdijk
Publisher: Emereo Pty Ltd
Keywords: itil, management, service, training, exams, certification, questions, asked, foundation
Number of Pages: 180
Published: 2008-01-01
List price: $15.95
ISBN-10: 0980459974
ISBN-13: 9780980459975

There has never been a ITIL IT Service Management manual like this. 100 Most Asked is not about the ins and outs of ITIL IT Service Management. Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This book is also not about ITIL IT Service Management’s best practice and standards details. Instead, it introduces everything you want to know to be successful with and in a ITIL IT Service Management

Authors:Bill Hefley, Wendy Murphy,
Publisher: Springer
Keywords: service, science, innovations, economy, research, education, management, engineering, century
Number of Pages: 384
Published: 2008-02-01
List price: $129.00
ISBN-10: 0387765778
ISBN-13: 9780387765778

Increasingly, academic and industrial leaders are recognizing that college graduates need new skills to address business and technical issues in a service business environment. Because services depend critically on people working together and with technology to provide value for others, these new skills include the ability to integrate across traditional disciplinary areas to obtain globally effective solutions. Service Science, Management and Engineering (SSME) is one such approach to properly focusing education and research on services, and to preparing tomorrow’s graduates to work in an e