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IT Service Management Metrics That Matter: Four Key Benchmarks for Improving IT Performance
sponsored by Tripwire, Inc.
Posted:  14 Feb 2008
Published:  01 Jan 2007
Format:  PDF
Length:  6   Page(s)
Type:  White Paper
Language:  English


ABSTRACT:
High performing organizations have figured out which processes and controls really help them achieve their operational effectiveness and efficiency objectives. They have integrated those processes and controls into how they manage almost every aspect of their daily work, helping them achieve their business goals and find variance before it causes a catastrophic outage, failed change, security incident or something that can impact the customer.

This white paper identifies key metrics which have significant impact on your organization's ability to control system availability, compliance, risk and operational performance.

Learn more about these IT Best Practices:

  • Mean Time to Repair, First Fix Rate
  • Change Success Rate
  • Server to System Administration Ratio


Author

Gene Kim
Co-Founder and CTO ,  Tripwire, Inc.
Gene Kim is co-founder and chief technology officer of Tripwire, Inc. He is also co-founder of the IT Process Institute and co-author of The Visible Ops Handbook: Implementing ITIL® in 4 Practical and Auditable Steps, (IT Process Institute, 2003.) He recently worked with the Institute of Internal Auditors (IIA) on the Guidance for Auditing IT General Controls (GAIT) project, intended to help management appropriately scope the IT portions of SOX-404, published in January 2007. He was recently named by Computerworld magazine as one of the “40 Innovative IT People Under the Age of 40” for his work at Tripwire and his contributions and commitment to the IT Process Institute.



BROWSE RELATED RESOURCES
Best Practices | Change Management | Compliance (Systems Operations) | Data Centers | IT Service Management | Metrics | Operational Support Systems | Risk Management | System Administration

View All Resources sponsored by Tripwire, Inc.

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