ITG-123:2013

Companies often turn to Key Performance Indicators (KPIs) to measure performance, but there is a common misconception that the mere act of measurement will change behavior and improve performance. This book is one of a series covering the implementation of new processes within an organization and how to facilitate behavior changes to make the project a success. This volume deals with the implementation of a KPI management system. Integrated Measurement – KPIs and Metrics for ITSM cleverly utilizes a narrative story to make the subject matter accessible and engaging for the reader. The characters are fictitious, but the story comes from the author’s own experience and real third party accounts. Each chapter ends with conclusions drawn from events in the story, giving the reader a wealth of practical advice on the pitfalls to anticipate and avoid. Readers with little or no ITIL® background will find this book interesting, entertaining and extremely useful in understanding the keys to a successful implementation of a KPI management system.