chapter 4 : measuring the success of strategic initiatives 

key performance indicator (KPI) is a measure that are tied to business drivers,metrics are detailed measures that feed KPIs and performance metrics fall into the nebulous area of business intelligence that is neither technology nor business centered but requires input from both IT and business professionals. 

EFFICIENCY : "doing the things right"

EFFECTIVENESS : "doing the right things"

Bechmarking is a process of  continuously measuring system results.Comparing those result to optimal system performance & identifying steps and procedures to improve system performance.

 6 common types of efficiency IT metrics:

  1-Throughput

  2-Speed

  3-Availability

  4-Accuracy

  5-Web traffic

  6-Response time