Books by Daniel McLean

The truth about integrating Cloud services and ITSM Cloud functionality increases flexibility and capacity in IT systems, but it also adds complexity and requires a combination of business, financial and technical expertise to make it work effectively. Moreover, organizations often confuse availability with capacity, and assume incorrectly that using cloud services reduces the need to manage these factors.Lessons from real projects in a narrative format In Availability and Capacity Management in the Cloud: An ITSM narrative, Daniel McLean's fictional IT service management practitioner, Chris, faces the challenge of integrating cloud services into an ITSM structure. Based on the real-life experience of the author and other ITSM practitioners, this book tells the story of a cloud services implementation, exposing potential pitfalls and exploring how to handle issues that come with such projects.Tips to help you through your own project The end-of-chapter pointers give useful advice on dealing with the challenges organizations face when considering cloud services. Read this book and see how Chris meets the challenge of integrating cloud services with ITSM, and how you can do the same. Learn from the successes. Avoid the mistakes

Understand Metrics and KPIs for IT Service ManagementWhen companies look to identify opportunities for improvement, they often turn to Key Performance Indicators (KPIs) to measure their current performance in achieving business strategies and objectives.There is a common misconception, however, that KPIs are simple measurements that are easy to create, and that the mere act of this measurement will cause people to change their behaviour and improve their performance without additional intervention.Learn to implement an ITSM KPI management system Integrated Measurement - KPIs and Metrics for ITSM is the third title in a series designed to explain, at an operational level, how to implement new processes within an organisation, and how to facilitate the necessary changes to people's behaviour, in order to make that implementation a success.Real-world KPI experience Through an engaging narrative story, this volume in the series looks at the implementation of a KPI management system. Through the central character, readers witness (and learn from) real-world conversations and situations that are commonplace in an everyday business environment. The characters are fictitious, but the story comes from the author's own experience and real accounts.Each chapter ends with valuable lessons and conclusions drawn from events in the narrative, giving the reader a wealth of real-world, practical advice on what works, what fails, and the common traps and pitfalls to anticipate and avoid during an implementation project.People with little or no ITIL experience, or even a limited IT background, will find this book interesting, entertaining and, above all, extremely useful in understanding the means to a successful implementation of a KPI management system.