Executive Summary (This is a document excerpt)

One of the more popular topics in IT management is the subject of metrics and measurement. Forrester published a series of reports on the IT Balanced Scorecard and articulated key metrics for each of the four perspectives. However, these only represent a starting point; each organization will develop metrics that are more specific to their strategic objectives, culture, industry, and other relevant criteria. But when all is said and done, which metrics should you choose? It is relatively easy to come up with things to measure, but they may have problems including data that is unavailable or difficult to get or driving behavior that is inappropriate. There are a number of factors to consider when selecting metrics, and, by taking these into account, you can ensure that the metrics you select are the most appropriate for what you are trying to accomplish.

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