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by Ted Gaughan, Kurt McWhirter
The Definitive Guide to IT Service Metrics
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Table of Contents
Chapter 1: Introduction
Chapter 2: Using Metrics
Understanding metrics
Defining metrics
Why do we need metrics?
Methodology for using metrics
Purpose for metrics (metrics tree)
Integrating metrics
Metrics reporting
Securing and protecting metrics
Calculations
Continual Service Improvement (CSI)
Chapter 3: Service Strategy Metrics
Strategy management metrics
Service portfolio management metrics
Financial management metrics
Demand management metrics
Business relationship management metrics
Chapter 4: Service Design Metrics
Design co-ordination metrics
Service catalog management metrics
Service level management metrics
Availability management metrics
Capacity management metrics
IT service continuity management metrics
Information security management metrics
Supplier management metrics
Chapter 5: Service Transition Metrics
Transition planning and support metrics
Change management metrics
Service asset and configuration management metrics
Release and deployment management metrics
Service validation and testing metrics
Change evaluation metrics
Knowledge management metrics
Chapter 6: Service Operation Metrics
Event management metrics
Incident management metrics
Request fulfillment metrics
Problem management metrics
Access management metrics
Service desk metrics
Chapter 7: Additional Metrics
Project management metrics
Risk management metrics
Data center metrics
References
ITG Resources
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The Definitive Guide to IT Service Metrics
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