ABSTRACT
The need to measure IT performance varies from organization to organization. It can be based on the need to understand the IT value contribution to the business. It can include the need to evaluate current IT development practices and improve those practices so as to improve the ability to make strategic business decisions (e.g., outsourcing). In this chapter, we discuss how to measure IT performance. Once IT has realized that they need to measure performance, the next step is to determine what performance means to IT and to the business. What are the desired outcomes? Accordingly, we are going to take an in-depth look at key measures and focus on how to address IT’s value contribution to the business, and how to identify the key performance measures, the key “missing measure,” and the attributes of a successful measurement program. For this chapter, the context for our view of IT performance is primarily within the application development and maintenance (AD/M) domain.
