Definitive Guide to IT Service Metrics

Ted Gaughan has more than 25 years' experience in business/technical strategic development, program/project management, and IT engineering and operations management. He is a certified Project Management Professional (PMP®), Process Design Engineer (CPDE®), ITIL® Expert, ISO/IEC 20000 Consultant and TIPA® Lead Assessor. He has managed numerous large enterprise IT project portfolios, applying ITIL®-based processes to maximise the utility of delivered results.Kurt McWhirter has more than 30 years' experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL® Expert and ISO/IEC 20000 Consultant and is an ITIL® Trainer accredited with EXIN® and APMG® for all ITIL® 2007/2011 courses. Kurt is a recognised authority on using the ITIL® framework to focus on business requirements that deliver high-quality solutions to customers.

• 1: Introduction2: Using Metrics3: Service Strategy Metrics4: Service Design Metrics5: Service Transition Metrics6: Service Operation Metrics7: Additional Metrics

“Working with the book helped me tremendously as I was putting together my CSI data for our business units. The book is very comprehensive and detailed but has thorough explanations so as not to be overwhelming.”