This document discusses IT metrics and provides guidance on defining, categorizing, and validating them. It explains that IT metrics help achieve organizational objectives like ensuring system availability and managing costs. Metrics are defined as part of a process improvement cycle to assess current performance and guide improvements. Common metrics categories include quality, performance, and trends. The document cautions against common mistakes like measuring the wrong things or extending metrics to individuals. Examples of specific IT service metrics are provided like ticket volume, on-time resolution, and first-time fixes.

1. Team 2 Tecnologico de Monterrey Field Project II
Juan Manuel Cardenas A01307732
Maria Lucia Peraza A00787386
Amilcar Alfredo Umaña A01307731
Gabriel Gomez Silva A00740464
Victor Gutiérrez A00665507

2.  Definition
 Why IT metrics?
 Defining IT metrics
 Categorizing IT metrics
 Validating IT metrics
 Examples
 Common mistakes

3. “IT metrics represent the IT desirable behaviors in
the Governance framework; they reflect the
impact of IT capabilities on the business”
You cannot manage what you cannot control
You cannot control what you cannot measure
You cannot measure what you cannot define

4.  IT metrics help to achieve the organization’s
objectives, such as:
 Ensure the availability of existing processing
capabilities
 Utilize available staff resources efficiently
 Timely response to business requests for new features
or services
 Ensure the successful implementation of system
changes
 Manage the cost of delivering IT services and optimize
value

5.  Metrics definition are part of process improvement
performed during Service Management Phase.
Where do we want to be? Vision and Business
Process Improvement Cycle
Objectives
Where are we now? Assesment
Process Improvement or
How do we get where we want to
be? Re-engineering
Metrics and Measurements
How do we know we have
arrived?

6. Focused on measuring quality, Focused on measuring performance
capacity and service availability. and achievement of objectives.
Focused on measuring trends in
service and work performance.

7.  Relate the metric to the goal you intend to support.
 Evaluate each compound metric's components for
correctness and applicability.
 Examine the quality and applicability of all input data
for the metric.
 Examine the metric result's
applicability to relevant
components to which the
result may contribute.
 Perform sensitivity analyses
on the metric.
* Image: http://ericmartinson.net/wp-content/uploads/2011/07/Network-Marketing-Validation.jpg

8.  Service measures
Volume of closed tickets • Shows the volume of closed tickets.
On Time Delivery (OTD) • Percentage of tickets resolved in time.
• Shows the percentage of tickets that are resolved
First Time Right (FTR) correctly.
• Shows the percentage of closed tickets that are fully
Documentation documented.
On time response (OTR) • Shows the average time to take the ticket.
• Shows the average time that the ticket is assigned to the
Cycle time team (CTT) team.
Time validation of the • Shows the average time is that the solution is validated
solution (TVS) ticket.

9. Service measures Graphs
Volume of closed
tickets
SLA
FTR

10.  Measure the right things badly.
 Measure the wrong things, either well or
badly.
 Neglect to measure something important.
 Extend measures to individual employees.
* Image: http://www.lizlockard.com/wp-content/uploads/2012/06/Proper-Measurement-with-Google-Analytics.jpg

11. Weill, Peter & Ross, Jeanne (2004). IT Governance: How Top Performers Manage IT
Decision Rights for Superior Results. First Edition. Harvard Business Press.
Smith, Gary T. (2004). A Primer on Metrics, Part Two. Retrieved on October 16,
2012 from http://www.informationweek.com/software/business-intelligence/a-
primer-on-metrics-part-two/18300123.
Lewis, Bob (2011). The four fallacies of IT metrics . Retrieved on October 16, 2012
from http://www.infoworld.com/t/it-strategy/the-four-fallacies-it-metrics-181517
Spanos, Nicholas (2011). 101 IT Performance Metrics. Retrieved on October 16,
2012 from http://www.compaid.com/caiinternet/ezine/Spanos-Metrics.pdf