Metrics, in its broadest application, means a definite range of parameters that can be
measured in quantitative terms or numbers. The metrics you use should only be applied within
the field it is applicable in, otherwise you would be misleading yourself as to the
parameters you come up with.
When we speak of IT Management on the other hand, that is a very broad term covering
practically all aspects of Information Technology. So let us focus on a sub-sector of IT
which is Knowledge Management (to narrow down our scope.)
The activities of Knowledge Management (as used in IT departments) may pertain to
sub-categories like social computing, content management, and the software help desk. Thus,
when we speak of IT Management metrics as used in Knowledge Management, it means defining
the parameters by which Knowledge Management (and its sub-categories) can be accurately
gauged.
This may take the form of creating a knowledge mapping process. Under this process may fall
the knowledge audit function which covers identification of what specific knowledge is
available before a knowledge management project begins; the network survey function which
pertains to tagging the specific communities that participate in knowledge creation and
knowledge sharing; and creation of the map itself to be used to show how knowledge assets
influence key business processes.
We say that the IT system enables knowledge management practices within the organization if
it supports the flow of knowledge throughout the organizational system. One commonly used
enabler is the ubiquitous blog which is described as a social computing tool that allows
unstructured knowledge transfer.
So to find the appropriate IT Management metrics service in the field of Knowledge
Management, you may need look no further than your own IT department and their specialists.
In fact, they may provide the most accurate metrics applicable to your organization at the
moment.