Metrics for IT Service Management
暫譯: IT 服務管理的指標

Peter Brooks

Metrics for IT Service Management
  • 出版商: Van Haren Publishing
  • 出版日期: 2006-04-04
  • 售價: $2,570
  • 貴賓價: 9.5 折 $2,442
  • 語言: 英文
  • 頁數: 202
  • 裝訂: Paperback
  • ISBN: 9077212698
  • ISBN-13: 9789077212691

    • 海外代購書籍(需單獨結帳)

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商品描述

This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis.It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations.

A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions.

Badly designed metrics can be actively harmful to an organization's proper functioning. Producing a set of metrics that avoids the pitfalls and delivers genuine value is not easy. This book will make that task much simpler and less error prone.

商品描述(中文翻譯)

本書探討在服務組織中使用行業標準框架設計和實施指標的過程。它以 ITIL 流程結構以及 ITIL 和 ISO20000（BS15000）中的許多原則為基礎。這是一本關於如何使用指標作為控制和引導 IT 服務組織的機制的通用指南。

涵蓋這個主題的一個主要原因是許多組織發現正確使用指標非常困難。本書將處理實施指標的困難原因，並提出可行的解決方案。

設計不良的指標可能會對組織的正常運作造成積極的傷害。產生一組避免陷阱並提供真正價值的指標並不容易。本書將使這項任務變得更簡單且更不易出錯。

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