Metrics are a powerful management tool that can be used to maintain and improve business technology quality and effectiveness. Metrics are measurements of activities, processes, deliverables, or resources. General business technology measurements often focus on problems, such as amount of downtime, or the number of help desk requests, rather than the contribution to business objectives, such as profit and customer satisfaction. Metrics may show that a problem exists, but not who is responsible for resolving it.
For business owners or department directors, knowing which metrics to use that better align technology's focus with the goals of the business is critical for success. Metrics express what is to be measured, how it is to be measured, what data will be used, and what unit of measurement (percentages, ratio, index, or number) is best suited for the metric.
- Create measurements to gauge how successful the technology operations align with business value
- Metrics express what is to be measured, how it is to be measured, and what data will be used