IT Metrics Community Group
This EDUCAUSE community group provides participants with a forum for discussing issues and challenges associated with developing, collecting, and reporting IT metrics in a higher education environment. This group also allows members to leverage efforts of peers and identify benchmarks that can be used to improve the overall performance of IT departments. Some of the most frequently used metrics are customers' feedback on their view of the health of IT services, balanced with internally recorded, customer-facing metrics showing actual customer usage of those same IT services. This combination of metrics allows us to move from a reactive mode of operation to a proactive, predictive position of continuous improvement. A constant goal of this constituent group is to assist others in implementing metrics in a more rigorous, meaningful, and timely manner than would otherwise be possible. This group meets at the EDUCAUSE Annual Conference and uses this list to discuss issues throughout the year.