target audience: TECH BUYER  Publication date: Jan 2021 - Document type: IDC Perspective - Doc  Document number: # US47332320

Averting Unintended Consequences of IT Metrics

By:  Bill Keyworth


Get More

When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.

Related Links


This IDC Perspective looks at how to avert the unintended consequences of IT metrics.

Poorly designed KPIs and metrics for IT services actually damage the line-of-business (LOB) view of IT's capabilities, perceptions, and deliverables. However, KPIs and metrics for IT services play a strong role in documenting and affirming IT's value to LOB executives while providing IT a concrete way to measure itself and its contributions to the business.

"To ensure IT's visible contribution to business value, IT service metrics must be recognized as one of IT's most strategic and effective tools in driving behavior changes by IT staff," says Bill Keyworth, adjunct research advisor, IDC's IT Executive Programs (IEP).


Do you have questions about this document
or available subscriptions?