Integrated Measurement - KPIs and Metrics for ITSM

This book is one of a series covering the implementation of new processes within an organization and how to facilitate behavior changes to make the project a success. This volume deals with the implementation of a KPI management system. The book cleverly utilizes a narrative story to make the subject matter accessible and engaging for the reader. The characters are fictitious, but the story comes from the authors own experience and real third party accounts.