Metrics for IT Service Management Export

@book{citeulike:2421070, abstract = {{Many organizations find it very difficult to use metrics properly, and badly designed metrics can be actively harmful to proper business functioning. This book addresses the causes of the difficulties and presents workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations, and specific recommendations for applying metrics across ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.}}, author = {Brooks, Peter}, citeulike-article-id = {2421070}, citeulike-linkout-0 = {http://www.amazon.ca/exec/obidos/redirect?tag=citeulike09-20&path=ASIN/9077212698}, citeulike-linkout-1 = {http://www.amazon.de/exec/obidos/redirect?tag=citeulike01-21&path=ASIN/9077212698}, citeulike-linkout-2 = {http://www.amazon.fr/exec/obidos/redirect?tag=citeulike06-21&path=ASIN/9077212698}, citeulike-linkout-3 = {http://www.amazon.co.uk/exec/obidos/ASIN/9077212698/citeulike00-21}, citeulike-linkout-4 = {http://www.amazon.com/exec/obidos/redirect?tag=citeulike07-20&path=ASIN/9077212698}, citeulike-linkout-5 = {http://www.worldcat.org/isbn/9077212698}, citeulike-linkout-6 = {http://books.google.com/books?vid=ISBN9077212698}, citeulike-linkout-7 = {http://www.amazon.com/gp/search?keywords=9077212698&index=books&linkCode=qs}, citeulike-linkout-8 = {http://www.librarything.com/isbn/9077212698}, day = {31}, howpublished = {Paperback}, isbn = {9077212698}, keywords = {itil, metrics, to\_order}, month = {January}, posted-at = {2008-02-24 11:00:36}, priority = {2}, publisher = {{Van Haren Publishing}}, title = {Metrics for IT Service Management}, url = {http://www.amazon.com/exec/obidos/redirect?tag=citeulike07-20&path=ASIN/9077212698}, year = {2006} }

TY - BOOK ID - citeulike:2421070 L3 - citeulike-article-id:2421070 N2 - {Many organizations find it very difficult to use metrics properly, and badly designed metrics can be actively harmful to proper business functioning. This book addresses the causes of the difficulties and presents workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations, and specific recommendations for applying metrics across ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.} SN - 9077212698 TI - Metrics for IT Service Management PB - {Van Haren Publishing} KW - itil KW - metrics KW - to_order AU - Brooks, Peter PY - 2006/01/31/ UR - http://www.amazon.ca/exec/obidos/redirect?tag=citeulike09-20&path=ASIN/9077212698 ER -