In a previous post, we quoted from an article that listed 100 different metrics for CIOs. But if we were new CIOs, would that much information be overwhelming? So is there a way to pick just a handful of metrics that would be useful to us?
Chris Curran, in his article “10 Metrics for a New CIO,” argues that just a tenth of the numbers are necessary. He lists the following ten numbers, with explanations you can read in the article.
- Multi-year view on productivity, something like (Discretionary IT Spend)/(Total IT Headcount). This could normalized it with some factor for “effective” discretionary spend assuming all projects are not 100% effective.
- Percentage of discretionary spend categorized by type
- Number of bug fixes and enhancement requests for top 20 systems
- Average hours/days to close critical/high support issues
- Percentage of projects using enterprise hardware and software standards
- Number of hours/days of training per person/team/area
- Number of projects in each phase of the SDLC and average times in each stage (view of overall project pipeline, identify bottlenecks, etc.)
- Some kind of customer/user measure if the company has any customers using an online channel
- Percentage of projects who deliver 100% of their planned scope or percent of scope delivered
- Core application availability (not technical SLA stuff, rather apps availability when users need it)
His last statement we’re not sure we agree with. We agree with Chris that customer satisfaction is an important measure. Where we disagree is when he states that, aside from a general survey, he hasn’t seen anything useful. Our Managed Maintenance Application Support Process has a wonderful five-question form that gives the user room to expand on the assigned numbers for each question.
What are your thoughts on these metrics compared to the last ones we published? Are they simpler and more useful for your line of business? We encourage you to discuss your thoughts on our blog.