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Description

Individual Policies

Metrics  for the Internet, Information Technology,
and Service Management

Over 540 Objective Metrics Defined
83 Graphical Metric Reports show over 240 metrics

Compliant with ITIL - ISO 20000
IT Service Management

Version History

The Metrics for the Internet, Information Technology and Service Management HandiGuide® is over 300 pages, defines 540 objective metrics, and contains 83 metric reports that show over 240 objective metrics.

The metrics cover all areas of the Internet, Information Technology, and Service Management -- including WIRELESS metrics.  In addition, there are industry specific examples for financial services, distribution, manufacturing, education, entertainment, government, hospitality, insurance, medical, real estate and retail. 

• Organizational responsibilities defined

• Metric process, design, and definition of 540 specific objective metrics

• 83 sample metric reports - includes over 240 of 540 objective metrics

• Graphic data presentation rules

• A full metric report package is defined - a template you can use right away

• Wireless metrics examples are featured

• Updated to comply with Sarbanes-Oxley

Sample Metrics Reports in Graphic Format

Click to enlarge

Current Metric News

05/08/2008 - Virgin Atlantic Entrusts IT to Tata Consultancy Services Until 2011
PR Newswire (press release) - New York,NY,USA TCS’ service delivery for Virgin Atlantic is designed around IT Infrastructure Library (ITIL) best practices framework. TCS’ rigorous metrics-based … (more)  - more info   

05/08/2008 - Virgin Atlantic entrusts IT to TCS until 2011
TCS=92 rigorous metrics-based … See all stories on this topic: IT Graduate Bizcommunity.com - Cape Town,South Africa =2E.. to meet and network with other trainees, managers and directors. 2. Applicable training such as: IT ...  - more info   

05/05/2008 - ITIL at the IT Helpdesk Can Improve all the Metrics
By Gloria.M On January 24th, Bomgar aired a webcast designed to help you learn more about getting value from ITIL in an IT helpdesk environment. The right strategy, planning and implementation can help resolve incidents more quickly, … ...  - more info   

04/25/2008 - Why Bother With ITSM Process Assessments?
As I list my four reasons for assessments you may be thinking that the last two points can be handled by metrics and reports that are generated as part of your ITIL project. This may be true in part, but consider that reports are ...  - more info   

04/15/2008 - ICT Operations Manager
iTWire - Australia Implementation and management experience of ITSM, ITIL, service delivery metrics, reporting and analytics. Self motivated and self directed with experience … (more)  - more info   

04/10/2008 - ITSM Metrics That Matter
Here is a funny presentation on metrics that matter: ITSM Metrics That Matter. Everyone talks about measuring our daily activities, but do we truly take action? Some reasons why there is resistance: ...  - more info   

04/09/2008 - Governing ITIL with CobiT
ITIL is clear that it does not stand alone, and in fact, you cannot “do ITILâ€� without some form of governance. But what does “governanceâ€� mean? ITIL requires a framework of policy, process, procedures and metrics that can give direction ...  - more info   

03/28/2008 - Measuring ITIL: Measuring, Reporting and Modeling - the IT Service ...
Wouldn’t it be nice if you knew what you desired to measure and analyze prior to rolling out new ITSM processes or their enabling tools? What if you have no former point of reference or an entire lack of metrics? ...  - more info   

03/24/2008 - Manager, Information Technology - UNIX Servers
Experience with or certification in ITIL; specifically Incident and Change Management * Developing and implementing operational policies, standards and metrics for multi-billion dollar company * Development, adoption and enforcement of ...  - more info   

03/19/2008 - Day 12: ITSM Vulnerability Assessment techniques
Once you have a “patch strategyâ€� and “patch metricsâ€�, it’s then fine time to remove your runtime anti-virus solutions. Yes, I said it. Remove them. You can always setup automated network-based, or USB-based virus scans when IT ...  - more info   

03/17/2008 - Retailers’ No. 1 tech priority is business intelligence
Read the latest WhitePaper - IT Service Management: Metrics That Matter It’s important to note that Aberdeen defines BI not as a single reporting or analytics application applied to a specific data set. Rather, BI “involves the ability ...  - more info   

03/03/2008 - ITSM Metrics (KPIs and TCO) Practitioner Support and Restore - 3 ...
Location: Ottawa Date: 2008-03-31 List Price: $2495 Offered Price: $1996.00 Seats Available: 2 This course focuses on implementing ITSM metrics to help manage and control the support and restore.  - more info   

03/01/2008 - IT Services & Support Manager in White Plains NY
The ITSM develops and implements processes to maintain superior customer service and ensures that the functional needs of this customer base are understood and met. The ITSM is responsible for critical decision-making and coordination ...  - more info   

02/26/2008 - Service management metrics significant for CSIRTs
NetworkWorld.com - Southborough,MA,USA Recently I was alerted to a valuable paper entitled “IT Service Management Metrics that Matter,â€� available free in return for a brief registration process. … (more)  - more info   

02/11/2008 - PureShare launches CRM, IT-monitoring framework
The vendor of software products for metrics announces a web-based framework for monitoring IT service-management operations across the enterprise.  - more info   

02/06/2008 - CRM Success from Satuit, Help for Caiman.com Customers, TestDrive …
PureShare, a vendor of software products for metrics, has announced the launch of PureShare SingleView IT, a Web-based framework for monitoring IT service-management operations across the enterprise. … (more)  - more info   

02/05/2008 - PureShare SingleView IT provides consolidated view of IT service …
5 /PRNewswire/ - PureShare, a provider of software productsthat enable better business management through metrics, today announced thelaunch of PureShare SingleView IT, a web-based framework for monitoring ITservice-management (ITSM) … ...  - more info   

02/05/2008 - More Simple Helpdesk/Service Desk Metrics and Reports
You can ask Serio (and many other ITSM tools) to gather this for you as you resolve tickets, and provides a way to guage customer perceptions of the service you are providing. In these posts I’ve tried quite hard to focus on easily … ...  - more info   

02/05/2008 - More Simple Helpdesk/Service Desk Metrics and Reports
More mature ITSM environments might include this data but would probably also include Availability (see the Availability white paper), costs of downtime, Problem and Change metrics, and a more detailed SLA analysis. ...  - more info   

02/04/2008 - Bullish on BPO
Evaluating IT Service Management: Metrics that Matter. Evaluating IT Service Management: Metrics that Matter. Click here to download. book_cover. Free White Paper Key Elements to an Effective Business Continuity Plan … (more)  - more info   

01/31/2008 - Making a Start with ITSM Reporting
Probably your first job should be to print and read our Service Desk Metrics White Paper. This white paper discusses different types of data, discusses why we write reports in the first place, and provides a sample reports template you ...  - more info   

01/21/2008 - Telework: Don’t Bring the Office-Bound Down
Evaluating IT Service Management: Metrics that Matter. Evaluating IT Service Management: Metrics that Matter. Click here to download. From Tactical to Strategic: The Transformation of IT. From Tactical to Strategic: The Transformation … ...  - more info   

01/18/2008 - Taking ITIL Beyond a Level of Control, Part 4
Many companies strive to get all ITIL processes to at least a ‘control’ level of process maturity. This takes time, and for most processes requires major changes to metrics, standards, roles and responsibilities, documentation, … (more)  - more info   

01/17/2008 - IT Service Management Metrics that Matter: Four Key Benchmarks for …
High performing IT organizations didn’t get that way by accident, as revealed in a recent benchmark study by the IT Process Institute (ITPI). They operate on specific controls and measurements that … (more)  - more info   

01/11/2008 - IT Service Management: Metrics That Matter
Learn how your IT organization measures up against the best performing IT organizations and what you can do to improve efficiency, sustain compliance and security, increase system availability, and reduce the frequency of outages. ...  - more info