Gartner Research

IT Metrics: Measuring IT's Business Value

Published: 27 February 2009

ID: G00203680

Analyst(s): Lyn Robison


Typical metrics leave IT leadership with no idea of the IT department's true impact on the business. Most IT metrics measure only things that are easy to measure, such as project completion, system defects, and operational uptime. Unfortunately, these metrics fail to indicate the quality and usefulness of the information that IT systems produce for the business. Now more than ever, in these economically trying times, IT leaders need metrics that can provide a true picture of IT's business value.

Table Of Contents

Summary of Findings


  • What to Measure and How
  • What Do Effective Metrics Look Like?
  • Selecting the Right IT Metrics
    • Commonly Used Metrics
    • Business Results
    • Business Cases
    • Data Management Maturity
    • Competent IT Departments Competently Manage Data
    • Business Perception
  • Measuring IT's Impact on the Business
    • Information Quality
  • Recommendations
    • Measure the IT Department's Data Management Maturity
    • Take Objective Measurements of Data Quality
    • Take Subjective Measurements of Information Quality
    • Combine Objective with Subjective Measurements
    • Track Data Management Maturity and Information Quality
    • Use Metrics to Drive an Enterprise-Wide Data Strategy

The Details

  • Survey Questions
    • Survey Question to Discover the Extent of the Problem
    • Survey Questions That Indicate How to Fix the Problem



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