Last month Mirror42 was present at the ITSMF best-practices spring event in the Netherlands. During this event a new ITSMF book was presented: Metrics for IT Service Management.
Enthousiastic about the title, but sceptic because many books about this topic are often all theory, no practice, I grabbed the book and started reading.
This ITSMF book hits the nail on the head, this is a valuable book, pragmatic, down to earth and valuable for people who are implementing IT service management.
Obviously I was curious to see which metrics the author came up with and was happy to see the natural overlap between the metrics in the book and the Mirror42 ITSM Metric and KPI Library. Congratulations to Peter Brooks and the review team, you have done a great job and delivered a very valuable source that every company that is implementing IT service management or ITIL should read before they start. I like the book so much that I decided we hand it out on the next show: The HP software forum in Miami Beach.
For those of you who want order a copy on line you can visit: http://en.itsmportal.net/books.php?id=119
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