CIO Magazine recently cited Centric’s CIO Services Lead, Paul Gelter, in its article, “Misled by metrics: 7 KPI mistakes IT leaders make.”
Interpreting metrics, and understanding the data behind those metrics, is often an issue for CIOs. The article outlines seven ways key performance indicators (KPIs) and IT metrics often mislead CIOs and IT leaders.
According to the article, one of these hindrances is when CIOs overlook the importance of ownership, staff involvement and process improvement.
“The key to correctly interpreting metrics is to engage your whole team and use the metrics to collectively improve processes,” said Gelter.
The article says it’s essential for CIOs to strike a balance between cost, quality and service when evaluating metrics. Companies could track cost metrics, for example, in completed tickets per individual, yet rework and repeated tickets could degrade ticket quality. “Service could then be impacted by the response time, backlog, and uptime,” said Gelter. It’s all about balance.