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Donít IT organizations already measure and manage performance?
IT organizations typically measure, monitor, and act upon data provided by a broad range of performance management tools and techniques; these effectively monitor and control what we shall refer to as technical performance (e.g., through "configuration management" and "fault management").
When asked about the performance management systems and processes, CIOs and IT managers will typically speak at length in terms, such as:
Management of technical performance is an important part of an IT organizationís job; there is no doubt about that. But, the IT organizationís management responsibility doesnít stop there; IT managers are responsible for assuring that they are meeting their organizationís highest priorities and business needs to the extent possible with the available resources.
This performance information that most IT organizations lack relates to the non-technical aspects of the job; the information that can tell IT and senior management whether:
Introduction To IT Performance Management And Measurement, Lesson 3 of 13