Integrated Measurement - KPIs and Metrics for ITSM (Stories in transforming ITIL® best practice into operational success Book 3)

Through an engaging narrative story, this volume in the series looks at the implementation of a KPI management system. Through the central character, readers witness (and learn from) real-world conversations and situations that are commonplace in an everyday business environment. The characters are fictitious, but the story comes from the author's own experience and real accounts.

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, what fails, and the common traps and pitfalls to anticipate and avoid during an implementation project.

People with little or no ITIL® experience, or even a limited IT background, will find this book interesting, entertaining and, above all, extremely useful in understanding the means to a successful implementation of a KPI management system.