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Performance Measurement


Develop Meaningful Service Metrics That Act the Part

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

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

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