One of the most important layers of digitisation comprises the applications that support it: whether developed in-house, or purchased externally. The performance of these applications and tools is critical, which is where metrics come in. These are needed in order to monitor everything from user (client or staff) satisfaction (does the software truly support them work more efficiently, more creatively, or more easily), to software response time, server CPU usage and error rates. And those are just a few of the elements to monitor!