Measuring Your IT: Identifying the Metrics

This pocket guide brings together client and provider perspectives on IT and outlines a set of common measures that both sides can relate to. It seeks to emphasise the importance of meeting the needs of IT users and the role that measurement can play in achieving that goal effectively. Key areas covered in this book include - Why IT measurement is necessary and how it relates to other performance assessments and monitors, such as audits, KPIs and health checks. How IT measurement differs from the perspective of the client business and the IT provider, and the common ground between the two. If you're a client business, you want to know if the time, effort and money being spent on IT are in line with industry norms. And you'll want to ensure that your IT is meeting the needs of the organisation and its users while contributing to the overall success of the business. If you're an IT provider, you need to know that your resourcing is as efficient as possible, your client charges are competitive, and that your offerings are well received by the client. Measuring your IT is aimed at anyone who wants a better understanding of IT measurement. Through its "both sides of the fence" case studies, this pocket guide helps to foster a better understanding between business managers and users (who depend on IT) and IT providers (who make a living from supplying IT services). If you're on the client side, this book will help you get the best out of your IT. If you're on the IT provider side, it will help you to give your customers the best value for money. Make sure that your IT measures up!

Table of Contents:
Introduction What this book is about What this book isn't Who should read the book? Chapter 1: IT measurement in context Why measure IT Contracts and agreements How often should you measure IT? Who should measure? For whom? What do you do with the measurements? A word about terminology Inputs, outputs and outcomes Relation to key performance indicators Relation to health checks Relation to auditing Compliance and conformance Warning! Measure what is important Beware blips Keep it proportionate Put measurement in safe hands Chapter 2: The business perspective on your IT A business manager comments: A finance director comments: Programmes and projects Strategic alignment Pulling it all together Chapter 3: The IT provider's perspective on your IT An IT provider comments: Wanted: a quiet life? Paddling below the water line Chapter 4: Measurement common ground for client and provider? Align your goals Inputs, outputs and outcomes Overlapping perspectives What are the measures in common? The focus of measurement depends on the context Chapter 5: What the business needs to measure Measures for the business: checklist Chapter 6: What IT providers need to measure Essential measures for providers: checklist Chapter 7: Process measures Chapter 8: Onwards and upwards Not done yet Conclusion Postscript ITG Resources

About the Author :
John Stewart has nearly 40 years' experience as a public servant, initially as an IT adviser to several UK universities, and then working at the UK government's IT agency (CCTA) where he founded and lead the early development of ITIL(R) and instigated the development of PRINCE2(R). He was responsible for all of CCTA's IT-related best practice and successfully transitioned the agency to cover its costs by charging for its services. He later held a number of senior positions in the Office of Government Commerce, including Director of Procurement Policy. He now works as a freelancer and writer.