Performance Measurement

The challenge

• Design your IT metrics from a business outcome perspective and not from a service perspective.
• Most companies fail to measure outcomes and value creation over the lifetime of service, thus never ensuring that the return on investment remains as expected.

Our advice

Insight

• Align Service metrics with the expected business outcome.
• Service metrics that align with business value creation reinforce positive business and end-user relationships. They provide user-centric performance information. Based on that info, you can improve precisely where users and clients want you to. 
• Be careful what you measure. It may drive unintended behavior with negative impacts on both IT and service outcomes.

Impact and results 

Useful service metrics allow you to:

• Confirm the service performance and identify gaps to close.
• Drive service improvements to maximize the business outcome.
• Validate that the improvements indeed increase business value.
• Ensure that service reporting aligns with the user experience.
• Better monitor process and regulatory compliance.

Which translates back to:

• Your ability to embed IT in business value achievement.
• Better IT and business relationships.

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The roadmap

Besides the small introduction, subscribers and consulting clients within this management domain have access to:

Get started

• Develop Meaningful Service Metrics – Executive Brief (ppt)
• Develop Meaningful Service Metrics – Phases 1-3 (ppt)

Design the metrics

Identify the appropriate metrics based on desired service outcome and stakeholder needs

• Develop Meaningful Service Metrics to Ensure Business and User (ppt)
• Satisfaction – Phase 1: Design the Metrics (doc)

Design reports and dashboards

Present the right metrics in a way your stakeholders find the most exciting and engaging. 

• Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 2: Design Reports and Dashboards
• Metrics Presentation Format Selection Guide

Implement, track, and continuously improve

Start with a small subset of defined service metrics and validate that they trigger the desired behavior. Refine as needed.

• Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 3: Implement, Track, and Maintain
• Metrics Tracking Tool