Designing a Process‑Oriented Framework for IT Performance Management Systems

Authors

  • Sertac Son
  • Tim Weitzel
  • Francois Laurent

Keywords:

Performance metrics, balanced scorecard, causality, performance manager, accounting

Abstract

This paper shows, which concepts and frameworks currently exist to measure the performance of the IT de‑partment and its delivered IS services. We discuss how a performance management system might be designed and im‑ plemented with the purpose to monitor and improve the IT function. A performance metrics catalogue has been elabo‑ rated to document and to enable a common understanding of the individual metrics. Finally, this paper provides lessons learned and some recommendations for further research in the area of IT performance management.

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Published

1 Nov 2005

Issue

Vol. 8 No. 3 (2005)

Section

Articles

License

Open Access Publishing

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