Metrics for IT Service Management

Very helpful and can be used as a framework for setting up ITSM measurements. It would be a great book to compare existing measurements to a standard set.

Good compilations of metrics about IT service, can be a guide on measures already tested.

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.