This IDC Perspective discusses meaningful IT service management (ITSM) metrics that "make a difference" and capture the essence of critical success factors for determining IT operations' contribution to the enterprise's business outcomes. This document examines the necessity and process of linking desired business outcomes with IT KPIs and operational metrics that make a difference or the use of metrics that ensure IT organizations are perceived as responsive to the needs of their business customers.
"Effective IT metrics are mandatory to supporting the survival and transition of existing IT organizations to a faster recovery from the current pandemic," states Bill Keyworth, adjunct research advisor, IDC's IT Executive Programs (IEP). "At the same time, effective IT metrics cement IT's potential role within digital transformation."
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