Table of Contents

Preface vi Acknowledgements x Chapter 1: Introduction 1 Chapter 2: Using Metrics 5 Understanding metrics 5 Defining metrics 8 Why do we need metrics? 9 Methodology for using metrics 9 Purpose for metrics (metrics tree) 14 Integrating metrics 15 Metrics reporting 16 Securing and protecting metrics 18 Calculations 19 Continual Service Improvement (CSI) 19 Chapter 3: Service Strategy Metrics 21 Strategy management metrics 21 Service portfolio management metrics 32 Financial management metrics 39 Demand management metrics 45 Business relationship management metrics 50 Chapter 4: Service Design Metrics 59 Design co-ordination metrics 59 Service catalog management metrics 70 Service level management metrics 80 Availability management metrics 90 Capacity management metrics 105 IT service continuity management metrics 114 Information security management metrics 123 Supplier management metrics 145 Chapter 5: Service Transition Metrics 155 Transition planning and support metrics 155 Change management metrics 160 Service asset and configuration management metrics 174 Release and deployment management metrics 182 Service validation and testing metrics 189 Change evaluation metrics 199 Knowledge management metrics 207 Chapter 6: Service Operation Metrics 215 Event management metrics 216 Incident management metrics 228 Request fulfillment metrics 239 Problem management metrics 248 Access management metrics 257 Service desk metrics 263 Chapter 7: Additional Metrics 271 Project management metrics 271 Risk management metrics 285 Data center metrics 292 References 298 ITG Resources 301

About the Author

Kurt McWhirter has more than 30 years' experience in IT strategic planning, operations management, and enterprise process design and implementation. He is certified as an ITIL(R) Expert and ISO/IEC 20000 Consultant and is an ITIL(R) Trainer accredited with EXIN(R) and APMG(R) for all ITIL(R) 2007/2011 courses. Kurt is a recognized authority on using the ITIL(R) framework to focus on business requirements that deliver high-quality solutions to customers. Ted Gaughan has more than 25 years' experience in business/technical strategic development, program/project management, and IT engineering and operations management. He is a certified Project Management Professional (PMP(R)), Process Design Engineer (CPDE(R)), ITIL(R) Expert, ISO/IEC 20000 Consultant and TIPA(R) Lead Assessor. He has managed numerous large enterprise IT project portfolios, applying ITIL(R)-based processes to maximize the utility of delivered results.