Metrics For It Service Management By Peter Brooks Pdf Download

Note: This book is available in several languages: Russian, Chinese, English.The ability to organise and measure performance is a key part of the implementation of IT Service Management processes. This publication contains practical information on the provision of useful and meaningful metrics, as well as how best to use them within an organisation, including generic principles (such as SMART and KISS), specific examples and templates for the use of each metricAll metrics discussed are directly related to process objectives, in order to help create a service-focused management system. This publication complements the ITIL, CobiT and ISO20000 service management principles."If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it"G. Kieliszek, Healthcare CIO (Amazon)"This is more than a book, it's a practical, useable "A to Z" of IT Service Management Metrics! Peter Brooks (Author) has given us all a crystal clear view of a neglected, blurred piece of the IT Service Management puzzle. As a Principal ITSM Consultant working for Foster-Melliar in South Africa I am continuously disappointed by the many ITSM books produced that generally regurgitate what is already known by many in the industry. Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of "How" to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective.I don't carry many books around with me, this one, I most certainly will!!" Ian Clark Principal ITSM Consultant Foster-Melliar"With all the focus on IT Governance and IT Business process management. It is easy to see why metric are becoming hugely important for the management of organisations. In reality however, getting the right set of metrics in place is by no means a simple exercise. Metrics for IT service organisations can be a great help. Using ITIL as the basis the book lists many useful examples of metrics. But what is more important, is that it gives us insight into to creation of "good" metrics and the dangers of "bad" metrics. "Emma Speakman IT BPM consultant SA/NL/UK "Looking for a comprehensive, in-depth exploration and explanation of what metrics to use in your ITSM journey? Then 'Metrics for IT Service Organizations' by Peter Brooks may be exactly what you're looking for. This (new) book not only covers what metrics need to be seriously considered, but explains the 'why' and 'how' behind selecting and defining them, pointing out along the way many of the dangers and pitfalls of selecting the wrong ones; or too many. If you tend to agree that 'what gets measured gets done', then applying the ideas in Peter's book will assist you in getting the right things done."Ken Wendle (FISM) previous President of the itSMF USA, works as a Senior Solution Architect for Hewlett Packard's OpenView Software divisionGiven that itSMF is the source, readers of this book will naturally expect a 'best practices' view on metrics, and a highly practical reference text. More particularly, though, the special merit of the text is its carefulness in stressing that metrics must be both useful and meaningful, and that the meaning comes from the business perspective on IT management processes - a perspective always represented by a stated business objective. By encouraging readers to seriously commit to defining clear business objectives, the text aims the reader at measurement that avoids excess or irrelevance.Malcolm Ryder (CA Architect)

The intent of the Population Research section is to provide methods and metrics to guide progress toward achieving improved prevention (primary, secondary, and tertiary) and management of pain in the United States.

metrics for it service management by peter brooks pdf download

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The Problem: Chronic pain can affect people of any age and may begin with an injury, disease process, or procedure that evolves into a persistent painful condition. Often, the cause of its onset is uncertain however, and the mechanisms by which it persists are complex. There is a great need to better understand the factors that cause pain to become persistent and to develop and apply measures to prevent acute pain and its transition to a chronic state. Opportunities to prevent acute to chronic pain progression depend not only on the nature of the initial insult and treatment, but also upon various patient-related risk factors. While there is much more to learn about chronic pain prevention and treatment, existing knowledge could be used more effectively to reduce substantially the numbers of people who suffer unnecessarily. Most people who have pain do not receive appropriate assessments or evidence-based care that is coordinated across providers and personalized for specific higher-risk situations.1 A robust basic, translational, and health services research effort is needed to validate the effectiveness of pain prevention and management strategies already in use across the spectrum of care settings, and to develop new ones.

Providers frequently are very constrained in the time they can spend with individual patients. The typical primary care visit is approximately 17 minutes in duration, and fees permitted for brief office visits are fixed. Such visits usually involve attending to a number of clinical issues as well as trying to develop a rational, individualized pain treatment regimen. Capitation schemes create incentives for clinicians to minimize the total resources devoted to addressing complex problems such as pain control. In pay-for-performance systems additional payments are earned based on favorable outcomes being achieved. In pain management, there are no such systems. Providing referrals for acupuncture or CBT may require primary care providers or specialists to provide clinical services with which they have little experience. Specifically, monitoring such services for referred patients may be difficult, and patient outcomes are more uncertain and require more clinician time to assess. These complexities can create situations where clinical choices for physicians and patients are weighted towards use of prescription drugs.

The incongruity between high-quality care and real-world clinical practice is however, only partly the result of limited evidence to support existing clinical guidelines. Current payment practices complicate use of integrated, interdisciplinary, patient-centered teams. Payers tend to cover mono-therapy and interventional procedures instead of prevention programs and services that conform to the biopsychosocial model of care. Payment often is not provided for pain self-management programs, patient and family social services support, patient decision making, patient education on the biopsychosocial effects of pain, team-based medication management, psychological counseling, cognitive-behavioral therapy, physical medicine and rehabilitation, and complementary and integrative health approaches. Current payment mechanisms (Appendix H) tied to the fee-for-service payment system generally fail to support more value-driven approaches (for example, the stepped model of pain care and other emerging models of coordinated care).

The Problem: The high prevalence of pain across the population and its impact on individuals and families creates a significant responsibility for health care professionals. Despite the need to address this public health problem, many health, long-term services and supports, and social service professionals, especially physicians, are not adequately prepared and require greater knowledge and skills to contribute to the cultural transformation in the perception and treatment of people with pain.9 Education and training of health, long-term services and supports, and social service professionals in the complex etiology, prevention, assessment, safe and effective treatment of pain, and risks associated with poor pain management is insufficient, in part because educators lack access to valid information about pain and pain care. Core competencies in pain care are not fully developed and generally do not inform undergraduate (pre-licensure) curricula in health, long-term services and supports, and social service professions schools or graduate training programs, even those in pain medicine. As a result, practitioners may rely primarily on procedural or pharmacological approaches that alone are not effective and may have significant unintended adverse consequences such as addiction and medication misuse for which many health care providers lack skills and knowledge to identify and manage.

Recent research recognizes some limitations of the patch-mosaic model (PMM), including the landscape metrics based on it, for capturing landscape heterogeneity and measuring functionality. Collapsing land cover information into nominal classes complicates identification of ecologically meaningful relationships and effective management. We explore several alternative methods for capturing landscape functionality and spatial heterogeneity including graph-based networks and gradient surface models with associated surface metrics.

Selecting metrics that include a functional component, such as core area, may help in better linking landscape structure and ecological function [3]. Functional metrics explicitly measure how the landscape functions for a particular organism or phenomenon under investigation, and studies have had success using this approach [70]. However, functional metrics require additional, organism-specific information that is not always easy to obtain. Syrbe and Walz [71] assessed landscape functionality in terms of ecosystem services using metrics but caution that landscape metrics should only be used in situations where the ecosystem service in question has a strong structural component. By determining the underlying processes of each ecosystem service, a decision can be made regarding whether or not an appropriate structural metric exists that is appropriate for linking pattern and process. 2ff7e9595c