ABSTRACT
TO SUCCESSFULLY MANAGE INFORMATION SYSTEMS in these cost-conscious times, IS managers must become more effective in delivering their services. They should be able to identify and replicate practices that result in higher productivity, lower costs, and higher quality, and correct or eliminate ineffective practices. This process requires a continuous flow of information to determine the quality of the IS activities being managed. Subjective guesses are not accurate enough and are open to dispute. Solid, objective measurements are required.
