We are often too busy to ask for directions. Implementing a measurement framework should help align IT with the business objectives and create value through continual improvements. This helps us create a roadmap and keeps us from getting lost. In this article, David A. Smith presents such a framewo ... (read more)

 

To evaluate IT service and support performance, senior management must focus on metrics beyond the IT service desk basics. A good performance management dashboard should be a careful blend of operational and service metrics. Key Findings • Management tends to focus on readily available IT service ... (read more)

 

It is no longer simply good enough to capture IT key performance indicators to measure service quality. Organizations must be able to showcase the business value of IT; but how? Selecting the most appropriate business metrics is the key. In this article, Linh C. Ho and Bryce Dunn give practical advi ... (read more)

 

presentation (powerpoint format) Eighth Annual Smart-Sourcing Conference (read more)