Definitive Guide to It Service Metrics (The)
IT service metrics: Manage them. Measure them. Make them work for you. Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business? Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to assess performance in order to inform the decision-making process, drive change and realize improvements. They facilitate cost savings through economical use of finance and resources, and ensure that the services provided are appropriate - thereby strengthening customer loyalty. Based on ITIL® and other…
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Produktdetails
Weitere Autoren: Gaughan, Ted / It Governance
- ISBN: 978-1-84928-405-9
- EAN: 9781849284059
- Produktnummer: 13461203
- Verlag: Itgp
- Sprache: Englisch
- Erscheinungsjahr: 2012
- Seitenangabe: 318 S.
- Masse: H22.9 cm x B15.2 cm x D1.7 cm 463 g
- Abbildungen: Paperback
- Gewicht: 463
Über den Autor
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 recognized authority on using the ITIL® framework to focus on business requirements that deliver high-quality solutions to customers. -- 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 maximize the utility of delivered results.
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