Achieving ISO/IEC 20000: Making Metrics Work 2nd Edition

Description

This book gives a practical view of why metrics and service reports are so important to the delivery of an effective service and to service improvements. It describes the types, the design, target audiences and documentation of metrics used in the service reporting process, covered by the requirements of clauses 4 and 6.2 of ISO/IEC 20000-1, Plan-Do-Check-Act (PDCA) cycle and Service reporting. Useful tips, techniques and example metrics are included.

CONTENTS:

* Introduction

    * Why do metrics matter?

    * Policy, process and accountability

    * What is a good report?

    * Types of metric

    * Target audience

    * Design guidelines

    * Documenting metrics

    * PDCA cycle and service reporting

    * Baselining and benchmarking

    * Techniques

    * Example ISO/IEC 200000 metrics and reports

    * ISO/IEC 20000 requirements in summary

    * Bibliography and further information

    * Books in the 'Achieving ISO/IEC 20000' series