Strategy and Governance

Performance Measurement

Develop meaningful service metrics that act the part.

Any company, large or medium or small, must know where it is headed. Once it knows that, the strategy is the way to get there. 

Innovation IT Governance • IT Management and Policies • IT Strategy • Performance measurement • Stakeholder Relations • Digital Data Ethics

Reinforce service orientation in your IT organization through IT metrics that make value-driven behavior happen..

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


  • 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

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


Buying Options

Performance Measurement

(Excl. 21% tax)
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