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This white paper helps project teams identify performance measures for Information Technology (IT ) support and maintenance projects, which collect and report data to help track and assess project progress, product quality, project success and customer satisfaction of a project. An effective set of performance measures provide actionable information on a focused set of metrics. This in turn provides a balanced view of project performance that can be used to improve the project management process. Performance measures also provide for accountability by laying out what is expected, when it is expected and what action will be taken if planned achievements do not occur.
