Gartner Research

Metrics, Dashboards and Scorecards; CIO Desk Reference Chapter 22

Published: 01 October 2009

ID: G00171844

Analyst(s): Andy Rowsell-Jones , Barbara Gomolski , Lars Mieritz

Summary

The old saw, "what gets measured gets managed," is still true despite being a tired cliche. How should CIOs decide what to measure and what to report? To be useful, performance measures should be very context- and audience-specific in terms of what and who is being measured.

Table Of Contents
  • Overview
  • Understanding the Language of Performance Reporting
  • Using the Right Combination of Measurements
    • Use Performance Reporting to Demonstrate Value Delivered
    • Use Scorecards as a Tool for Clear Communication
    • Use Service-Level Agreements to Communicate With Customers
    • Set Targets for IT Investment Patterns Based on Portfolio Expectations
    • Use Standard Measures to Show IT's Internal Performance
    • Use-Appropriate Benchmarks to Balance Stretch and Attainability
    • Hold Each Member of the IT Team (Including the CIO) Accountable
  • Recommendations: Apply Eight Proven Practices for Better IT Performance Measurement and Reporting
  • Conclusions
    • CIO Call to Action
    • Conclusions

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