Glossary of ISOM 247 Quiz 1 chpt 4

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Created by ddeetz

-Quantifiable measurements, agreed to beforehand, that reflect the critical success factors of an organization.

-They differ depending on the organization

-Whatever ___ are selected, they must reflect the organization's goals, they must be

Key Performance Indicators (KPI)
measure the performance of the IT system itself including throughput, speed, availability, etc.
Efficiency IT metrics
measure the impact IT has on business processes and activities including customer satisfaction, conversion rates, sell-through increases, etc
Effectiveness IT metric
baseline values the system seeks to attain
a process of continuously measuring system results, comparing those results to optimal system performance (benchmark values), and identifying steps and procedures to improve system performance
Efficiency IT metrics focus on technology and include:
System Availability

Effectiveness IT metrics focus on an organization’s goals, strategies, and objectives and include:
Customer Satisfaction
Conversion Rates

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