Measuring your IT: Identifying the metrics that matter

CHAPTER 5: WHAT THE BUSINESS NEEDS TO MEASURE

He who pays the piper calls the tune. Origin obscure.

Let’s start our more detailed look at measurement on the client side. Any business will be interested in whether:

• it is getting the service as contracted (or as detailed in the SLA);
• value for money is being achieved;
• the business and its users are happy and getting what they need;
• problems are properly dealt with;
• changes, small and big, including ‘projects’, are handled effectively;
• IT plans allow the business to keep ‘a step ahead’.

This is not a definitive list for all businesses. Many will be interested in other things besides.

To be in control of these requirements, the business needs to have regular measurements or assessments of how things ...