Abstract

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).

Coverage