Trends Report

Building The IT Infrastructure And Operations Balanced Scorecard

The Eight Essential Metrics That Infrastructure And Operations Should Be Measuring

October 1st, 2009
Eveline Oehrlich, null
Eveline Oehrlich
Rachel A. Dines, null
Rachel A. Dines
With contributors:
Craig Symons , Galen Schreck , Alexander Crumb

Summary

"You can't manage what you can't measure" is the stated adage, but when it comes to infrastructure and operations (I&O), what to measure is the first challenge. Many firms don't know which metrics to use, or how to collect the information they need for the metrics, while others collect too many metrics then struggle to identify significant data points. Using Norton and Kaplan's Balanced Scorecard (BSC) method of measuring performance, we will take a close look at metrics in eight key areas of I&O that you should be measuring.

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