Managing IT: Metrics and Measurements

Instructor: Kevin Miller

Updated: February 14, 2025

Many IT professionals want to take the leap into IT management. One of the necessary skills is a firm understanding of metrics and measurements. In this course, Managing IT: Metrics and Measurements, you'll learn why you should measure and specifically what you should and should not measure in practice. First, you'll explore critical success factors (CSFs) and key performance indicators (KPIs). Then, you'll gain the knowledge of various metric cascades, hierarchies, and categories. Finally, you'll delve into assessments, reports, and dashboards. When you’re finished with this course, you'll have strong knowledge of the importance of taking measurements and setting metrics, as well as the ability to complete ten toolkit templates.

Free Clips

Only Measure What's Important

As I alluded to at the end of the previous clip, it is critical that you only measure what's important. Why? Because measurements are not free. Every measurement takes time to obtain, and every measurement takes time to review. You know what they say: time is money. This is time that could and should be better spent obtaining and reviewing measurements that matter.

How SMART Are You?

SMART is an acronym to help you remember what it stands for, which is specific, measurable, achievable, relevant, and time-bound.

Let's do a deep dive on each of those adjectives to better understand what they mean and define why they are important.

When you are specific with a KPI, it can be used to validate, direct, justify, or intervene. You need to ensure it is clear, unambiguous, and focused.

The IT Triangle

Finally, I get to talk about tension metrics, or, as I like to refer to them, the IT triangle. This triangle is used in many industries, not just information technology. It's used to visually explain the pull between three competing elements. Think about the last time you were given an assignment at work. Any assignment. Your boss wanted three things from you. They wanted your work to be of high quality. They wanted you to deliver your work quickly and didn't want to have to invest a lot of money in it. In other words, they wanted your work to be good, fast, and cheap. It's what everyone wants with everything.