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Wednesday Oct 28, 2009

KPIs for IT: a book you can't miss

In previous post I talked about the importance of KPI and 3 online repositories. On the other side, if you work in IT, there is a book that you can't miss:

Measuring ITIL – Measuring, reporting and modeling the IT service management metrics that matter most to senior executives. by Randy Steinberg.

It is an excellent, short and very practical book based on ITIL (Information Technology Infrastructure Library) concepts and policies:

You will find detailed Critical Success Factors and KPIs organized into the following areas:

Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Service Desk
Service Level Management
Availability Management
Capacity Management
IT Continuity Management
IT Financial Management
IT Workforce Management

For each area Randy identifies:

Operational Metrics
Key Performance Indicators (with formulas)
Why KPI matter
Critical Success Factors

If you are an IT manager, or manage any IT department, you shall read this book!

The book is so clear and well organized that I was able to implement a complete PISA application (and required DW) covering 3 areas in a single day!

Are you a management consultant?

Would like to try or coach this technique with your clients, do you need any additional or technical detail? Please let me know! Component Bases Solutions has great interest in partnership with business consultants. We can help you automate your proposed solutions in a very short time. We can also help to increase your visibility through links from many management tools we make freely available on the Web. Please contact for more detail.

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