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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