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Measuring your IT: Identifying the metrics that matter by John Stewart

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CHAPTER 2: THE BUSINESS PERSPECTIVE ON YOUR IT

Oh would some power the giftie gie us, to see ourselves as others see us. To A Louse (Robert Burns, 1786).

Before diving into the business’s interest in IT measurement, let’s consider some business perspectives on IT. The business’s perspectives aren’t always comfortable for the IT provider. All the business wants is for the required IT to be there whenever needed, for the price to represent value for money and for changes and problems to be dealt with efficiently: surely not too much to ask? Yet the providers can seem not very understanding, defensively hiding behind the contract: ‘our stats show the service is fine’ when the users would regard it as anything but fine.

Actually, in many businesses ...

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