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IT metrics quantify the activities of a process, person, or product according to a predefined system of measurement. IT metrics are simple calculations or formulas that seek to measure and manage IT processes such as helpdesk operations, application maintenance, staffing ratios, and so on. Such metrics express:
- What is being measured
- The unit of measurement (e.g. percentages, ratio, numbers)
- How it is to be measured
- Which data source(s) will be used to collect the measurements