Metrics for Service Management, 1st Edition

This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.\nMetrics for Service Management: 1st Edition is written by Jan Schilt; Jan van Bon; Peter Brooks and published by Van Haren Publishing. ISBNs for Metrics for Service Management: are 9789401805643, 9401805644 and the print ISBNs are 9789087536480, 9087536488. Additional ISBNs include 9789087536497.