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When implemented correctly, a metrics program provides a reliable system of measurement that can help align IT with the business. This research note discusses a step-by-step approach which includes:

  • How to design custom metrics.
  • How to measure metrics properly and interpret results.
  • How to use metrics to target areas for improvement.
  • Implementation strategies and pitfalls.

Understanding what good metrics are for is important, but proper implementation of IT metrics is far more critical to success.

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