Summary
Forrester's inquiry analysis shows that evolving IT performance measurement and metrics has been near the top of most CIOs' to-do lists as they struggle to measure and communicate the value that IT delivers to their organizations and stakeholders. In today's economic environment, proper metrics can change the conversation from one exclusively focused on IT costs to one focused on return on investment and value. But the inquiry analysis also reveals confusion about the design and use of dashboards, scorecards, and metrics in general, which we attempt to clarify in this report.
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