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In light of internal and external business drivers, metrics are increasingly being used as powerful management tools that maintain and improve IT quality and effectiveness.

This research note takes an in-depth look at creating an IT metrics program for the enterprise.

Key topics discussed include:

  • The definition of metrics, how they're used, and what a good metric looks like.
  • The variety of metrics available.
  • The objections to, and pitfalls of, metrics.
  • How to integrate metrics into organizational workflows.

If implemented correctly, a metrics program holds much promise for aligning IT with the business and dramatically improving efficiencies.

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