Gartner Research

Using Metrics Effectively: Proving and Improving the Business Value of IT

Published: 19 June 2009

ID: G00203754

Analyst(s): Anne Thomas


Deep in the grip of the economic crisis, many IT groups are being hard-pressed to justify their budgets, if not their very existence. Now more than ever, metrics are an enterprise architect's best friend. Metrics provide the means to measure and improve the efficiency, effectiveness, and value that IT delivers to the business. In this Enterprise Architecture Perspective document, Vice President and Research Director Anne Thomas Manes examines effective IT metric systems.

Table Of Contents



  • Economic Crisis Is Squeezing IT
  • The Tao of Metrics
    • Metrics with a Purpose
    • Anatomy of an Effective Metric System
    • Supporting Role in an Overall IT Improvement Program
  • Improving Communications
    • Improving Customer Satisfaction
    • Quantifying Business Value
  • Optimizing Internal IT Processes
    • IT Process Improvement and the Law of Diminishing Returns
    • Metrics Are Essential for IT Optimization
  • Prioritizing Investments
    • 2009 Strategic Priorities
    • Data Center Consolidation
    • Cloud Computing
    • The Reincarnation of SOA
    • Optimizing the Application Portfolio
  • Start a Formal Metrics Redefinition Project
  • Clearly Articulate Business Objectives
  • Identify Specific Areas that Need Improvement
  • Rigorously Define and Document New Metrics
  • Openly Publish Measurements
  • Reassess Metrics to Ensure Ongoing Alignment



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