This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the

Scale. References: Citations for the references used in the summary

IT services are prevalent throughout virtually all businesses. Most enterprises and many government functions are totally dependent upon reliable and responsive

This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI

How do you measure and report your IT services and processes? Which metrics matter the most to senior executives? Finally, here is a book that shows you how! No