Jan van Bon

"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."

`this text is a gem: it contains all I need to know about the 5 process groups, the new processes, and how I should go about introducing v3. I would heartily recommend it

This book provides a very readable and different perspective on ITIL V3, and is ideal for people who want more than an overview but less than the full detail' (Kevin Holland, Programme Head, NHS Connecting for Health) '...this text is a gem: it contains all I need to know about the 5 process groups, the new processes, and how I should go about introducing v3. I would heartily recommend it' (Gerry B, Amazon Review) 'I now use it before the meetings to prepare my list of questions and of course, its so small in size that I have it in my pocket most of the time at work. Buy it.....and you will not regret your purchase' (Amit Kumar, Amazon Review) 'Every ITIL Consultant/Manager MUST own this pocket book' (Amit Kumar, Amazon Review) 'I heartily recommend this book... Excellent value for money and a genuinely useful book' (M Harfield, Amazon Review)

Top marks given on all Amazon reviews! '...this text is a gem: it contains all I need to know about the 5 process groups, the new processes, and how I should go about introducing v3. I would heartily recommend it' (Gerry B, Amazon Review) 'I now use it before the meetings to prepare my list of questions and of course, its so small in size that I have it in my pocket most of the time at work. Buy it.....and you will not regret your purchase' (Amit Kumar, Amazon Review) 'Every ITIL Consultant/Manager MUST own this pocket book' (Amit Kumar, Amazon Review) 'Best pocket book for ITIL 3...This pocket book is better than the V2 ones - its a really comprehensive guide to V3' (Dee Partridge, Amazon Review)