Integrated Measurement - KPIs and Metrics for ITSM - A narrative account

Realistic, practical advice for an ITSM KPI project with a happy ending

In this fictional account of the implementation of a KPI management system to improve an IT service management function, we follow the adventures of Chris. Chris is an IT professional who has been given the task of implementing the new measures. Chris meets many of the problems faced by real-life professionals in the same situation, including the common misconception that KPIs are simple, easy to create, and will cause staff to change their behaviour and improve their performance without additional intervention. In order to succeed, he sets about meeting the challenge of changing behaviour and overcoming resistance to change.

Learn from Chris and from leading ITSM practitioners

Through the central character, readers learn from real-world conversations and situations that are commonplace in everyday business. Although the characters are fictitious, the story comes from the author's own experience and real accounts from leading ITSM practitioners. Each chapter ends with valuable lessons and conclusions drawn from events in the narrative, giving the reader a wealth of real-world, practical advice on what works and what doesn’t. Throughout the book, Chris’s actions reveal the common traps and pitfalls to avoid during an implementation project. Ideal for new ITIL practitioners, it can be used profitably by anyone who becomes involved in a KPI project.

Contents

1. So Easy Even a Child Could Do It
2. I'd Thought Things Were Going Rather Well
3. Try to Get it Right this Time
4. The Trivial Many Versus the Meaningful Few
5. Teaching Old Dogs New Tricks
6. Every Journey Begins with a Destination
7. Friend or Foe?
8. Hunters and Gatherers
9. Whispers in the Halls
10. What's the Use?
11. Bringing in the Data
12. The Signal Amongst the Noise
13. Knowledge wants to be Free
14. Long Goodbyes