IT service metrics: Manage them. Measure them. Make them work for you. Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business? Metrics are an invaluable tool for measuring the effectiveness of IT service provision. Used effectively, metrics enable businesses to assess performance in order to inform the decision-making process, drive change and realize improvements. They facilitate cost savings through economical use of finance and resources, and ensure that the services provided are appropriate - thereby strengthening customer loyalty. Based on ITIL(R) and other service management frameworks and standards Up-to-date, based on the ITIL(R) framework, as well as COBIT(R), ISO/IEC 20000, PMI(R) and ISO/IEC 27000, The Definitive Guide to IT Service Metrics will show you how to integrate metrics into your business and maximize their usage and effectiveness. You will learn what to consider when gathering and reporting information and how to secure and protect your company's metrics. Use metrics to benefit your IT department and the business as a whole Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole