Averting Unintended Consequences of IT Metrics

Averting Unintended Consequences of IT Metrics

This IDC Perspective looks at how to avert the unintended consequences of IT metrics.Poorly designed KPIs and metrics for IT services actually damage the line-of-business (LOB) view of IT's capabilities, perceptions, and deliverables. However, KPIs and metrics for IT services play a strong role in documenting and affirming IT's value to LOB executives while providing IT a concrete way to measure itself and its contributions to the business."To ensure IT's visible contribution to business value, IT service metrics must be recognized as one of IT's most strategic and effective tools in driving behavior changes by IT staff," says Bill Keyworth, adjunct research advisor, IDC's IT Executive Programs (IEP).

Please Note: Extended description available upon request.

Executive Snapshot
Situation Overview
IT Organizational Behaviors Blocking Successful Delivery of IT Services
Unintended Consequence 1: Protecting the Status Quo
Unintended Consequence 2: Inability to Change IT Behavior
Unintended Consequence 3: Measuring the Unimportant
Unintended Consequence 4: Failure to Convey IT's Achievements
Unintended Consequence 5: Cultural Resistance
Advice for the Technology Leader
Learn More
Related Research

Download our eBook: How to Succeed Using Market Research

Learn how to effectively navigate the market research process to help guide your organization on the journey to success.

Download eBook
Cookie Settings