---
product_id: 14315981
title: "Metrics for IT Service Management"
brand: "peter brooks"
price: "₨38409"
currency: LKR
in_stock: true
reviews_count: 9
url: https://www.desertcart.lk/products/14315981-metrics-for-it-service-management
store_origin: LK
region: Sri Lanka
---

# Metrics for IT Service Management

**Brand:** peter brooks
**Price:** ₨38409
**Availability:** ✅ In Stock

## Quick Answers

- **What is this?** Metrics for IT Service Management by peter brooks
- **How much does it cost?** ₨38409 with free shipping
- **Is it available?** Yes, in stock and ready to ship
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- peter brooks enthusiasts

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## Description

Metrics for IT Service Management

## Images

![Metrics for IT Service Management - Image 1](https://m.media-amazon.com/images/I/71bVuzBLQAL.jpg)

## Customer Reviews

### ⭐⭐⭐⭐⭐ 







  
  
    Measure IT Service Management -- a reference source to position solutions, manage delivery, and improve
  

*by A***R on Reviewed in the United States on October 6, 2010*

This comprehensive text should be an invaluable guide for those in a wide variety of roles across the IT supply chain, to set up a meaningful program for measuring and improving their activities, while continuing to more closely align IT to the needs of the business.If in sales, think about how this information can help you provide improvements and measurable services/solutions to your clients.If in delivery/management, consider how this information can help you understand a consistent version of the truth and monitor your operations and improvement.In vendor management, there is information here of value to improve your relationships and value of suppliers.The flow of the book is logical, and defines key topics such as:- What are metrics all about?- Why/where/who/and how to use metrics.- Metric design- Integrating metrics into related areas including governance, COBIT, Six Sigma, and more.In addition, operational definitions of metrics for the following ITIL and related processes are provided:- Incident Management- Service Desks- Configuration Management- Change Management- Release Management- Operations Management/ICT Infrastructure Management- Service Level Management- Problem Management- Financial Management for IT services- Capacity Management- IT Service Continuity Management- Availability Management- Security Management- Continuous Service Improvement Programs- Risk Management- Documentation Management- Competence, Awareness, and Training (CAT)- Program & Project Management- Business Perspective Metrics (including business and supplier relationship management metrics, and more).Each reference metric provides a:- Description- Specification- Justification- Audience- Constraints- Danger value- Target value- Possible valuesWithin the book, are examples of formulas for calculating metrics, as well as examples of good and bad metrics.There are also repeated clear caveats about going overboard on metrics and ensuring that what is measured, is used, and has value.  As an example, chapter 11 "Continuous Improvement with Metrics" states "It is important to understand exactly what actions can be taken if a particular metric delivers a result that is outside the desired range.  If there is no particular action then it is better not to collect the metric.  It costs money to collect information and this is justified only if the information is useful."All in all, this a fine reference source with appropriate balance and pointers toward more information (e.g. COSO, COBIT, et al) when necessary.

### ⭐⭐⭐⭐⭐ 







  
  
    A Metrics-based focus for IT
  

*by G***K on Reviewed in the United States on January 8, 2007*

Meat and potatos metrics - no fluff. Very organized approach to establishing a strong metric-based IT environment. Offers a comprehensive set of goals, mission statements, and objectives for each catagory of process. Offers specific metrics (target as well as warning level) for the gamut of IT functions. Identifies stake holders, constraints, specifications, and justification for each metric offered. Probably could use a glossary for all the acronyms, but that's a minor issue.If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it.

### ⭐⭐⭐⭐ 







  
  
    Great
  

*by A***R on Reviewed in the United States on May 31, 2017*

Great

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*Product available on Desertcart Sri Lanka*
*Store origin: LK*
*Last updated: 2026-02-21*