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Integrated Measurement- KPIs and Metrics by Daniel McLean

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ABOUT THE AUTHOR

Mr McLean is a consultant who has designed, implemented and operated processes supporting ITSM for over 10 years. He has worked in IT for over 20 years. He was a peer reviewer during development of the OGC ITIL®1 v3 Service Strategy Best Practice. He has developed and delivered ITSM courseware customized to company-specific operational practices and needs. He has worked in the US and the Middle East.

Mr McLean is the author of The ITSM Iron Triangle: Incidents, Changes and Problems, and No One of Us Is As Strong As All of Us: Services, Catalogs and Portfolios.

Mr McLean’s consultancy focuses on fusing best practices from multiple ITSM relevant standards, into practical operational processes optimized for each organization’s particular ...

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