Gaetano Mazzanti presented a talk at IDI2015, the Italian DevOps day, about the need of metrics that are useful in an Agile and Lean way
My background includes a long experience as a manager in the Software and Machinery Industry. I worked in USA and India leading distributed teams in advanced software projects (CAD/CAM, PLM, Industrial Automation, Plant Control and Supervision). As a coach I am now trying to help organizations to change embracing Agile and Lean values and principles. I am a WIP limit addict :) and a KCP
There are tons of metrics available for IT Operations. ITIL mandates/suggest a number of them. They can be related to Technology, Process, People, Service. But are they really needed? The good news: in general only a few. The bad news: every context is different and you will have to understand on your own which are relevant for you – and they should (better) change over time.
Metrics and KPIs may (do) foster bad behavior. It’s pretty easy to cheat and lie about numbers and statistics. As the say goes “tell me how you measure me and I will tell ...