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KPIs for a Cloud-Based Shared IT Services Organization

KPIs for a Cloud-Based Shared IT Services Organization

This IDC Perspective details five new DX shared services driven by cloud adoption and digital transformation: multiplatform integration, cloud workload delivery and orchestration, cloud vendor management, cloud center of excellence, and cloud economics services. It lists related critical success factors and KPIs for each of the shared services and explains how to incorporate these elements successfully."Many IT foundational and operational services that were once delivered by internal IT are moving to cloud service providers, but this shift has created the need for an entirely new set of IT DX shared services to manage and govern the migration to the cloud," says Bob Multhaup, adjunct analyst with IDC's IT Executive Programs (IEP). "By building high-performance shared services organizations and driving strategic objectives with targeted performance metrics, management can transform the traditional IT shared service organization into a modern, digital-native IT DX shared service organization that is better positioned to achieve success with digital transformation."

Please Note: Extended description available upon request.

Executive Snapshot
Situation Overview
Context and Background
Traditional IT Service Management
Shared Services
The Challenge: Combining the Traditional IT Service Portfolio with New IT DX Services
Defining the New IT DX Shared Services
Multiplatform Integration Services
Cloud Workload Delivery and Orchestration Services
Cloud Vendor Management Services
Cloud Center of Excellence Services
Cloud Economics Services
Advice for the Technology Leader
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