Performance Management Methods: Patterns of Usage

by Robert J. Benson, Tom Bugnitz, and Bill Walton

For most organizations, IT performance measurement and management is accomplished through a collection of various tools, methods, and frameworks, such as service-level agreements (SLAs), portfolio management, benchmarking, balanced scorecards (BSCs), and others. In July 2005, Cutter Consortium conducted a survey to better understand the patterns of usage around these performance measurement methods -- which tools and methods are used, how they are used, and by whom. This Executive Update is the second in a three-part series that examines and reports on the results of that survey (see Part I, " Business Impact Measures Are Still Needed," Vol. 6, No. 8).