Customer Reviews:
 A Metrics-based focus for IT January 8, 2007
G. Kieliszek (Western NC USA)
21 out of 22 found this review helpful
Meat and potatos metrics - no fluff. Very organized approach to establishing a strong metric-based IT environment. Offers a comprehensive set of goals, mission statements, and objectives for each catagory of process. Offers specific metrics (target as well as warning level) for the gamut of IT functions. Identifies stake holders, constraints, specifications, and justification for each metric offered. Probably could use a glossary for all the acronyms, but that's a minor issue.
If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it.
Great description of typical metrics for ITSM June 12, 2010
E Fleek (Chicago, Il)
Very helpful and can be used as a framework for setting up ITSM measurements. It would be a great book to compare existing measurements to a standard set.
 Good compilation January 9, 2009
G. T. Cabrera Quiroz
0 out of 2 found this review helpful
Good compilations of metrics about IT service, can be a guide on measures already tested.
 Save your money April 17, 2008
T.R. (There's no place, like this place, anywhere near this place, so this must be the place, CA USA)
5 out of 7 found this review helpful
This book is over-written, by that I mean a list of ITSM metrics is over-discussed and can be found for free on the web. Looking at the volume of metrics, Mr. Brooks clearly isn't in the camp of "measure what matters", he's more along the lines of "measure whatever doesn't move, and if it does move, stop it from moving, and then measure it". This could quickly lead to no one paying much attention to metrics. Pick a handful of the most important value heavy metrics and track those. Also Mr. Brooks should use bullet graphs to clean up his visuals depicted in his book. Look on page 90 and tell me how many dotted lines can you distinguish between? Because he has 8 of them in one line graph along with 9 other types of lines. It looks like a hairball mixed up with a wad a Christmas tree lights with a little fishing line tangle thrown in for good measure.
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