Measuring ITSM: Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives

Fantastic book! Worth every penny. I would love to see an expanded version of this book from Mr. Steinberg that includes other ITIL processes/practices beyond ITSM. I would buy that in a heartbeat.

Great book, Randy will be speaking at the Cherwell Global Conference this month as a key note speaker and we are actually giving this book away to the attendees of one of the pre conference workshops. This practical guide will help you to focus on the important things to measure and report on when it comes to IT Service Management. If I had three thumbs I'd give this three thumbs up, I only have two so I will have to settle for that.

Excellent reference for IT managers and a good start for simplyfied and understanding IT figures. One of the best I found so far

Over the years, I have had to replace the out-of-print version four times. Why? Because I keep making the mistake of loaning this book out. What that tells me: These are the ITSM metrics that matter most to not just Senior Executives, but to the entire IT organization.

A must for IT Professional

Excelente para una rapida vision e ITSM

It is good and it may work to apply I love it for more suggestions need more picture to more understanding

Very good book for ITSM.

For anyone wondering how to measure an IT service this is a great start. If you are wondering if Directors and Senior Managers are interested in how many open incidents the service has then this book will tell you how to translate this into stuff they will understand and want to see.

This is a breakdown of the items everyone ends to work towards managing service. A very useful reference point for all service operational managers.

My initial reaction was this book is tiny. After reading through the elements i purchased the book for it doesnt deliver value above and beyone the ITIL Service Operations book.

Exceptional book, a straightforward blueprint to managing IT service delivery. The set of books cover everything needed to move IT service delivery from "Call Dave from IT' to enterprise scalable and supportable processes and governance. If you are serious about delivering world class IT, this set of books is how to do it.I'm just glad the author has not heard of value based consulting, else these books would sell for thousands each

Awesome