IT has become an important part of organizations’ strategy, competitive advantage, and profitability.
Peter Ducker, a famous management guru, once stated that if you cannot measure it, you cannot manage it
Are the measure that are tied to business drivers. Metrics
are the detailed measures that feeds those KPIs .
Efficiency and Effectiveness
Are two primary types of IT metrics. Effeciency IT metrics
measure the performance of the IT system itself including throughput, speed,
and availability. Effectiveness IT metrics measure the impact IT has on
business processes and activities including customers satisfaction, conversion
rates, and sell-through increases .
Benchmarking- Baseline Metrics
Of what is measured, how it is measured , and whether it is
for the sake of efficiency or effectiveness, there must be benchmarks, or
baseline values the system seek to attain. Benchmarking is a process of
continuously measuring the system results, comparing those results to optimal
system performance , and indentifying steps and produces to improve system
performance.
The interrelationships of efficiency and effectiveness it
metrics .
Customers relationship management (CRM) metrics
To track and monitor using reporting and real-time
performance .
Business process reengineering (BPR) and enterprise resource
planning (ERP) metrics
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