Metrics For Service Management: Designing For ITIL

Managing, metrics and perspectives: key principles of metrics8 Governance: the metrics required for effective governance8 Service Strategy: the metrics required for the first phase of the servic

Service Design: the metrics required for the secon

Chapters exploring Servic

Classifications of metrics8 Outsourcing a

Cultural and technical considerations8 Tools and tool s

Service Transition: the metrics required for the third p

Chapter exploring Service Transition-re

Service Operation: the metrics required for the fourth phase of the service lifecycle

Continual Service Improvement: the metrics required for the final on-going phase of the service lifecycle12

Introduction 113 1.1 Background knowledge 113 1.2 How to use this book 112 2

Managing, metrics and perspective 513 2.1 Managing 513 2.2 Perspective 513 2.3 Full metric descr