This is more than a book, it's a practical, useable 'A to Z' of IT Service Management Metrics!

a practical, useable view of 'How' to plan for, design, manage and improve the critical measures IT Service organisations require

I don't carry many books around with me, this one, I most certainly will!!

I don't carry many books around with me, this one, I most certainly will!

Only a few belong on the top of the pile - this book is one of them.

The text aims the reader at measurement that avoids excess or irrelevance.

BS15000, the standard dedicated to IT service management, has now become an ISO standard (ISO 20000). The goal of this Pocket Guide is to provide an easy to read document that explains the nature, content and aim of ISO 20000 / BS15000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible pocket guide: to promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations; to support ISO 20000 training and certification; and, to produce a quick reference to the core content of ISO 20000, for practitioners. "ISO 20000: A Pocket Guide" is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.

Considers the design and implementation of metrics in service organizations using industry standard frameworks. This book 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.

Endorsed by the International Publications Executive Sub-Committee (IPESC) of itSMF. Published on behalf of ITSMF NL.

Availabile in English, German and Italian. Spanish due Autumn 2006. Japanese due Spring 2007.