The paper deals with the lack of a robust and complete model to evaluate IT/IS Performance which practitioners could apply in their companies. If scholar research on IT/IS success have been able to define quantitative and perceptualmeasures to assess efficiency of IT/IS, the issue of evaluating IT/IS effectiveness is not resolved. As a consequence of that, practitioners prefer implementingIT/IS Performance Management System according to an IT/IS Governance approach. This result is justified by the lack of feasible quantitative effectiveness measures but also by organizational variables. The paper also highlights how thissituation acts on the design and development of IT/IS performance Management System and thus outputs, like IT/IS Services Catalogue and Service Level Agreement, become not by-product of the implementation process but some of its main outputs.
Perego, Angela, " The IS Governance Perspective of IS Performance Management" (2009). All Sprouts Content. 247.