Metrics That Drive Business Outcomes: Linking IT's Work to the Business
This IDC Perspective discusses meaningful IT service management (ITSM) metrics that "make a difference" and capture the essence of critical success factors for determining IT operations' contribution to the enterprise's business outcomes. This document examines the necessity and process of linking desired business outcomes with IT KPIs and operational metrics that make a difference or the use of metrics that ensure IT organizations are perceived as responsive to the needs of their business customers."Effective IT metrics are mandatory to supporting the survival and transition of existing IT organizations to a faster recovery from the current pandemic," states Bill Keyworth, adjunct research advisor, IDC's IT Executive Programs (IEP). "At the same time, effective IT metrics cement IT's potential role within digital transformation."
Please Note: Extended description available upon request.
- Executive Snapshot
- Situation Overview
- Benefits of Metrics That Make a Difference
- Model for ITSM Metrics That Makes a Difference
- Outcomes and Dashboards
- Critical Success Factors
- Key Performance Indicators
- Operational Metrics
- Prioritizing Metrics That Make a Difference
- Most Critical ITSM Best Practices
- Incident and Problem Management
- Change Management
- Release Management
- Continual Service Improvement
- Advice for the Technology Leader
- Learn More
- Related Research
- Synopsis
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