ABSTRACT
Everyone agrees that metrics play a critical role in managing the performance of an IT organization, but few management teams make effective use of them. Most IT shops are drowning in metrics. They employ a wide variety of tools and systems that generate a continuous stream of metrics. Their support vendors report performance relative to the service level metrics specified in their contracts. Still other metrics are imposed on IT by corporate finance or HR or the internal audit team. It’s not all that surprising that metrics are largely ignored by IT groups because there are simply so many of them!
