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Posted by Stephen Mann on June 20, 2012
In a recent Forrester report — Develop Your Service Management And Automation Balanced Scorecard — I highlight some of the common mistakes made when designing and implementing infrastructure & operations (I&O) metrics. This metric “inappropriateness” is a common issue, but there are still many I&O organizations that don’t realize that they potentially have the wrong set of metrics. So, consider the following:
Finally, consider this: In the wise words of Ivor McFarlane of IBM: “If we use the wrong metrics, do we not get better at the wrong things?”
Does any of this sound far too familiar? What did I miss? As always, your comments and opinions are appreciated.
If you enjoyed this, please read my latest blog: http://blogs.forrester.com/stephen_mann
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