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Understanding and being able to defend IT metrics is a key stepping stone when implementing a metrics program. Analysis is the foundation of communicating IT trends in order to quantify performance results and improve business functions.

Best practices for communicating IT metrics discussed in this research note include:

  • The importance of understanding, interpreting, and defending metrics.
  • How to share metrics with the IT group as well as out to the business.
  • How to keep the feedback loop open and to continuously improve and maintain the metrics reporting program.

After IT metrics have been selected and collected, take the metrics program to the next level by communicating the interpreted results out to the business.

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Search Code: 15047
Published: December 4, 2009
Last Revised: December 4, 2009

1 Comment

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    Richard Lomas | 12-12-2009

    Right on the money. I would add more emphasis on helpdesk and strategies to analyze the data that the application provides. The helpdesk tab I found good but short. Helpdesk is a major reason for having IT around in my place. Not security, not productivity, just "fix it" type of focus.


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