Integrated Measurement - KPIs and Metrics for ITSM

When companies look to identify opportunities for improvement, they often turn to Key Performance Indicators (KPIs) to measure their current performance in achieving business strategies and objectives. There is a common misconception, however, that KPIs are simple measurements that are easy to crea [...]
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When companies look to identify opportunities for improvement, they often turn to Key Performance Indicators (KPIs) to measure their current performance in achieving business strategies and objectives. There is a common misconception, however, that KPIs are simple measurements that are easy to create, and that the mere act of this measurement will cause people to change their behaviour and improve their performance without additional intervention. This book uses a unique fictional story to explain at a practical level how to implement new processes within an organization. It also shows how to facilitate the necessary changes to people's behaviour to make the processes work. Ideal for those new to ITSM and ITIL(R) implementation.