--- product_id: 14315981 title: "Metrics for IT Service Management" price: "€ 66.58" currency: EUR in_stock: true reviews_count: 8 url: https://www.desertcart.pt/products/14315981-metrics-for-it-service-management store_origin: PT region: Portugal --- # Actionable continuous improvement formulas Comprehensive ITSM metrics catalog Integrates COBIT, Six Sigma & governance Metrics for IT Service Management **Price:** € 66.58 **Availability:** βœ… In Stock ## Summary > πŸ“š Elevate your IT service game with metrics that matter β€” don’t just measure, transform! ## Quick Answers - **What is this?** Metrics for IT Service Management - **How much does it cost?** € 66.58 with free shipping - **Is it available?** Yes, in stock and ready to ship - **Where can I buy it?** [www.desertcart.pt](https://www.desertcart.pt/products/14315981-metrics-for-it-service-management) ## Best For - Customers looking for quality international products ## Why This Product - Free international shipping included - Worldwide delivery with tracking - 15-day hassle-free returns ## Key Features - β€’ **Avoid Metric Overload:** Focus on meaningful data that drives action and cuts unnecessary costs. - β€’ **Drive Continuous Improvement:** Leverage proven formulas and real-world examples to boost service delivery. - β€’ **Master ITSM Metrics Like a Pro:** Unlock precise measurement tools to align IT with business goals. - β€’ **Bridge IT and Business Seamlessly:** Integrate metrics with governance frameworks like COBIT and Six Sigma for holistic management. - β€’ **Optimize Vendor & Supplier Relationships:** Use targeted metrics to enhance collaboration and value from your partners. ## Overview Metrics for IT Service Management by Peter Brooks is a practical, well-structured guide offering detailed metrics and formulas to measure, manage, and improve IT service delivery. It covers key ITIL processes and integrates governance frameworks like COBIT and Six Sigma, making it an essential reference for IT professionals aiming to align IT services with business objectives and drive continuous improvement. ## Description desertcart.com: Metrics for IT Service Management: 9789077212691: Peter Brooks: Books Review: Measure IT Service Management -- a reference source to position solutions, manage delivery, and improve - This comprehensive text should be an invaluable guide for those in a wide variety of roles across the IT supply chain, to set up a meaningful program for measuring and improving their activities, while continuing to more closely align IT to the needs of the business. If in sales, think about how this information can help you provide improvements and measurable services/solutions to your clients. If in delivery/management, consider how this information can help you understand a consistent version of the truth and monitor your operations and improvement. In vendor management, there is information here of value to improve your relationships and value of suppliers. The flow of the book is logical, and defines key topics such as: - What are metrics all about? - Why/where/who/and how to use metrics. - Metric design - Integrating metrics into related areas including governance, COBIT, Six Sigma, and more. In addition, operational definitions of metrics for the following ITIL and related processes are provided: - Incident Management - Service Desks - Configuration Management - Change Management - Release Management - Operations Management/ICT Infrastructure Management - Service Level Management - Problem Management - Financial Management for IT services - Capacity Management - IT Service Continuity Management - Availability Management - Security Management - Continuous Service Improvement Programs - Risk Management - Documentation Management - Competence, Awareness, and Training (CAT) - Program & Project Management - Business Perspective Metrics (including business and supplier relationship management metrics, and more). Each reference metric provides a: - Description - Specification - Justification - Audience - Constraints - Danger value - Target value - Possible values Within the book, are examples of formulas for calculating metrics, as well as examples of good and bad metrics. There are also repeated clear caveats about going overboard on metrics and ensuring that what is measured, is used, and has value. As an example, chapter 11 "Continuous Improvement with Metrics" states "It is important to understand exactly what actions can be taken if a particular metric delivers a result that is outside the desired range. If there is no particular action then it is better not to collect the metric. It costs money to collect information and this is justified only if the information is useful." All in all, this a fine reference source with appropriate balance and pointers toward more information (e.g. COSO, COBIT, et al) when necessary. Review: Very useful - Very useful providing practical information to assist in improving your business and teams knowledge in this area. Good value and that will pay for itself. ## Features - Used Book in Good Condition ## Technical Specifications | Specification | Value | |---------------|-------| | Best Sellers Rank | #3,596,003 in Books ( See Top 100 in Books ) #857 in Management Information Systems #2,954 in Business Management (Books) | | Customer Reviews | 4.3 out of 5 stars 19 Reviews | ## Images ![Metrics for IT Service Management - Image 1](https://m.media-amazon.com/images/I/71bVuzBLQAL.jpg) ## Customer Reviews ### ⭐⭐⭐⭐⭐ Measure IT Service Management -- a reference source to position solutions, manage delivery, and improve *by A***R on October 6, 2010* This comprehensive text should be an invaluable guide for those in a wide variety of roles across the IT supply chain, to set up a meaningful program for measuring and improving their activities, while continuing to more closely align IT to the needs of the business. If in sales, think about how this information can help you provide improvements and measurable services/solutions to your clients. If in delivery/management, consider how this information can help you understand a consistent version of the truth and monitor your operations and improvement. In vendor management, there is information here of value to improve your relationships and value of suppliers. The flow of the book is logical, and defines key topics such as: - What are metrics all about? - Why/where/who/and how to use metrics. - Metric design - Integrating metrics into related areas including governance, COBIT, Six Sigma, and more. In addition, operational definitions of metrics for the following ITIL and related processes are provided: - Incident Management - Service Desks - Configuration Management - Change Management - Release Management - Operations Management/ICT Infrastructure Management - Service Level Management - Problem Management - Financial Management for IT services - Capacity Management - IT Service Continuity Management - Availability Management - Security Management - Continuous Service Improvement Programs - Risk Management - Documentation Management - Competence, Awareness, and Training (CAT) - Program & Project Management - Business Perspective Metrics (including business and supplier relationship management metrics, and more). Each reference metric provides a: - Description - Specification - Justification - Audience - Constraints - Danger value - Target value - Possible values Within the book, are examples of formulas for calculating metrics, as well as examples of good and bad metrics. There are also repeated clear caveats about going overboard on metrics and ensuring that what is measured, is used, and has value. As an example, chapter 11 "Continuous Improvement with Metrics" states "It is important to understand exactly what actions can be taken if a particular metric delivers a result that is outside the desired range. If there is no particular action then it is better not to collect the metric. It costs money to collect information and this is justified only if the information is useful." All in all, this a fine reference source with appropriate balance and pointers toward more information (e.g. COSO, COBIT, et al) when necessary. ### ⭐⭐⭐⭐ Very useful *by J***L on November 29, 2012* Very useful providing practical information to assist in improving your business and teams knowledge in this area. Good value and that will pay for itself. ### ⭐⭐⭐⭐⭐ A Metrics-based focus for IT *by G***K on January 8, 2007* Meat and potatos metrics - no fluff. Very organized approach to establishing a strong metric-based IT environment. Offers a comprehensive set of goals, mission statements, and objectives for each catagory of process. Offers specific metrics (target as well as warning level) for the gamut of IT functions. Identifies stake holders, constraints, specifications, and justification for each metric offered. Probably could use a glossary for all the acronyms, but that's a minor issue. If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it. --- ## Why Shop on Desertcart? - πŸ›’ **Trusted by 1.3+ Million Shoppers** β€” Serving international shoppers since 2016 - 🌍 **Shop Globally** β€” Access 737+ million products across 21 categories - πŸ’° **No Hidden Fees** β€” All customs, duties, and taxes included in the price - πŸ”„ **15-Day Free Returns** β€” Hassle-free returns (30 days for PRO members) - πŸ”’ **Secure Payments** β€” Trusted payment options with buyer protection - ⭐ **TrustPilot Rated 4.5/5** β€” Based on 8,000+ happy customer reviews **Shop now:** [https://www.desertcart.pt/products/14315981-metrics-for-it-service-management](https://www.desertcart.pt/products/14315981-metrics-for-it-service-management) --- *Product available on Desertcart Portugal* *Store origin: PT* *Last updated: 2026-04-25*