IT Metrics

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The mission of an IT organization is to provide an information processing capability that benefits the business. In order to fulfill this mission IT must provide the following services while managing costs and prioritizing requests to optimize value:

• Operate and support the infrastructure required to process, store, secure, and communicate information.
• Operate and support the business applications that process information
• Provide technology consulting, training, and planning services
• Employ, train, and deploy staff required to provide these services
• Plan, develop/purchase, test, and implement new infrastructure or software to fix problems or provide enhanced information processing capabilities to the business

This document identifies data elements for measuring IT performance by related categories. Some of the metrics represent averages while others are reported in the form of a graph. By reporting these metrics on a regular basis (monthly is the minimum recommended reporting period), trends can be observed across the reporting periods. In many cases the trends are more important than the actual value. Averages can hide significant problems. Some of the data elements are designed to identify significant problems that may go unnoticed by simply reporting averages.

Example: If a critical application was down for 24 hours, this is a significant event that should be reported even though the overall average availability for all applications was within an acceptable range. One hundred data elements is more than a typical CIO would review. The CIO’s management team should be tracking and managing to these metrics. The highlighted metrics should be reviewed by a CIO on a regular basis. The following general objectives have been identified for all TI organizations. The recommended metrics are organized according to the supported objectives. Some of the metrics are described in general terms and must be interpreted by each organization. The intent of the metrics is more important then the specific terminology used to describe the metric.

You can see these metrics in the link below. Select a category and choose the related metric to see it’s decription, purpose and target value.