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Erschienen in:
2013 | OriginalPaper | Buchkapitel
14. How to Measure Efficiency in IT Organizations
verfasst von : Martin Kütz
Erschienen in: Business Intelligence and Performance Management
Verlag: Springer London
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Abstract
IT systems are an essential part of firms and other organisations. If management is the brain then IT is the nervous system. As any other part of the organisation’s IT is subject to the economic principle. It has to optimise IT efficiency, which is a major task in IT performance management. But if something has to be improved it has at first to be measured or to be made measurable. This chapter covers the aspect of measuring efficiency in IT organisations and provides an overview of selected methods. After a brief introduction of terms in the field of business administration approaches to measure efficiency are discussed. The focus is set on the aspect of measuring the output of IT by means of utility functions and the Analytical Hierarchy Process (AHP). A new AHP-based method to build scales for measurement is presented. Some fields of application are outlined.