The Definitive Guide to IT Service Metrics
By: Kurt McWhirter
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Use metrics to benefit your IT department and the business as a whole Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business - this book will show you how to do this, too. About the authors Kurt McWhirter is a recognized authority on using the ITIL(R) framework and has more than 30 years' experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL(R) Expert and ISO/IEC 20000 Consultant and is an accredited ITIL(R) Trainer. 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(R)), Process Design Engineer (CPDE(R)), ITIL(R) Expert, ISO/IEC 20000 Consultant and TIPAiE Lead Assessor. The definitive guide you can't afford to be without!
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