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Measuring IT performance - what really matters (14 Oct 2005)
With business increasingly being defined in terms of services, people’s activities and their efficiency and effectiveness are primary drivers of organisational success — as is the user interface supporting these activities. So when you set up your measures, make sure they reflect performance at the user interface level — not just the technology level. After all, no one sees the server, they only ever see the user interface.
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Article URL: http://ptg-global.com/papers/current-papers/measuring-it-performance---what-really-matters.cfm

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