CHAPTER 3: TRACKING IT PERFORMANCE

Operations in today’s IT department are typically measured against a wide variety of technical standards: network uptime, incidents logged and resolved, workstation failure rates, and so on. While this is an excellent start, these technical metrics are only the beginning of a comprehensive reporting framework. If your goal is to run your IT function like a business, then you need to track the performance of your function in the same ways that any business measures its performance. To make informed decisions as you manage the IT function, you need accurate information on what is working. To articulate IT performance to your enterprise leadership and to stakeholders, you must be able to translate technical metrics ...

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