Leading With Data· a Bicycle Guide

Partial book profile

Metrics for IT service management (Brooks, Peter (Business consultant), author)

A practical guide for designing, implementing, and using metrics to control, steer, and continuously improve IT Service Management processes, primarily based on the ITIL framework.

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What it’s about

Many IT organizations struggle to use metrics effectively, either drowning in meaningless data from their tools or driving the wrong behaviors with poorly designed measures. This book provides a structured, actionable solution, guiding readers on how to create and use metrics that truly matter. Moving beyond theory, it offers a practical framework based on ITIL, ISO20000, and COBIT to design a coherent system of metrics aligned with business objectives. Readers will learn the core principles of good metric design, how to avoid common pitfalls, and gain access to a comprehensive library of specific, ready-to-use metrics for every major IT Service Management process. This is an essential handbook for service managers, process owners, and IT leaders who want to stop fire-fighting, take control of their operations, prove the value of IT to the business, and build a culture of continuous improvement.

The through-line

Who it’s for
An IT service manager, process owner, consultant, or IT leader who wants to move beyond chaotic, reactive 'fire-fighting' and establish control over their IT operations. They want to demonstrate the value of their services to the business, achieve operational excellence, and meet compliance requirements.
The problem
They are struggling to measure IT performance effectively. They either have no metrics, too many meaningless metrics from their tools, or metrics that drive the wrong behaviors. They lack a systematic way to improve services and cannot objectively prove their value to the business. They feel frustrated, out of control, and unable to make data-driven decisions. They are constantly reacting to crises rather than proactively managing services and are anxious about failing to meet business expectations or compliance audits.
The plan
  1. Understand the core principles of using metrics as a control system to steer your organization.
  2. Learn the key design principles (like SMART and KISS) to create a consistent, integrated set of metrics.
  3. Select and implement the provided, ready-to-use metrics for each of your key IT Service Management processes.
  4. Use the metrics in a structured reporting and review process to drive a Continuous Service Improvement Programme (SIP).
The payoff
A clear, dashboard-level view of IT performance allows for data-driven decisions. · Proactive management of services prevents issues before they impact the business. · The value and performance of IT are clearly communicated and understood by business stakeholders.

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Additional reading

  • ITIL (IT Infrastructure Library) Best Practice Suite · OGC (Office of Government Commerce, UK)

    The book is entirely based on the ITIL process framework. The ITIL sourcebooks provide the foundational definitions, goals, and context for the processes that this book designs metrics for.

  • ISO/IEC 20000 (formerly BS 15000) · ISO/IEC

    This international standard for IT Service Management is frequently referenced. The book's metric structure is designed to help organizations achieve compliance with ISO 20000, which requires a management system with process measurement.

  • COBIT (Control Objectives for Information and Related Technology) · ISACA

    The book positions COBIT as a complementary audit and governance framework. It suggests aligning ITIL metrics with COBIT's control objectives to support IT audit and governance requirements.

  • IT Governance, a pocket guide based on CobiT · itSMF-NL

    Explicitly recommended in the book as a source of valuable information on Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) that can be applied to IT Service Management.

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