Our metrics processes will help you:

• Define What to Monitor
• Define Who will be responsible for monitoring the metrics
• Define When to measure and monitor the metrics
• Define How to record and present the results

Metrics are part of our everyday business and personal lives. Without measuring and monitoring our basic activities, civilization, as we know it today would not exist. The same applies to a successful business. No successful business could judge where they are, how they are progressing, and whether they have achieved success or not without metrics.

Abraham Lincoln could not have said it any better:

"If we could know where we are... we could then better judge what to do, and how to do it."

Metrics are key in our foundational belief that IT should be run as a successful business within a business. With metrics, this goal is possible to define and achieve.

As navigators and guides to IT organizations, metrics are our primary tool in helping IT organizations chart a clear course to performance excellence.

We define metrics in terms of three general categories: strategic, tactical and operational.

• Strategic metrics are those that track progress against long-term goals, objectives and critical success factors.
• Tactical metrics are those that focus on IT organization function performance and customer satisfaction.
• Operational metrics are those that track the effectiveness of key IT processes and systems.