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Seeking Metrics That…
• Are understandable to a lay audience
• Provide insight into the effectiveness and efficiency of IT
• Tell a story with data
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Standard FormatClear Title
Graphic Depiction
Time Series Data
High Level Interpretation
Target/Range
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Seeking Metrics That…
• Are understandable and meaningful to our leadership/management team
• Provide deep insight into the effectiveness and efficiency of IT
• Allow us to interact with data to “find the bright spots”
Who are our customers?
How well have we been meeting our
customers' needs?
How well positioned are we to meet our customers’ future
needs?
• Project actuals by customer• MOB actuals by customer• % of resources dedicated to projects vs. MOB activities
Effectiveness• # of projects and customer care completedEfficiency• Schedule - Actual delivery time vs. estimated delivery time• Effort - Actual hours vs. estimated hours• Performance - % of functionality delivered
• Project and customer care backlog by customer group• # of projects requested, started, and closed per month• # of customer care opened and closed per month• Project execution dashboard
While used internally, our metrics are customer-focused
APPLICATION DEVELOPMENT/SUPPORT METRICS
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