Making Metrics Work (Achieving ISO/IEC 20000)

Making Metrics Work (Achieving ISO/IEC 20000) image
ISBN-10:

0580474607

ISBN-13:

9780580474606

Author(s): Dugmore, Jenny
Edition: 2nd
Released: Dec 31, 2006
Format: Paperback, 99 pages
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Description:

This book gives a practical view of why metrics and service reports are so important to the delivery of an effective service and to service improvements. It describes the types, the design, target audiences and documentation of metrics used in the service reporting process, covered by the requirements of clauses 4 and 6.2 of ISO/IEC 20000-1, Plan-Do-Check-Act (PDCA) cycle and Service reporting. Useful tips, techniques and example metrics are included.

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