Services Transformation: Foundational Metrics Report — IT's Critical Success Factors
This IDC study examines how IT performance metrics can identify how the IT organization actually achieves intended business outcomes. Linking IT performance metrics to business outcomes through compelling critical success factors prioritizes the IT organization's path to continual service improvement. Only when the IT organization can understand the mandatory outcomes demanded by multiple "target audiences" within the enterprise can IT effectively measure and report its core value proposition to its users, customers, investors, executives, and support staff. Resolving this core IT dependency of documenting the target audience is essential for delivering effective IT performance metrics.This study focuses on services transformation, leading in 3D, and strategic architecture.Bill Keyworth, vice president of Research, stated that, "World-class enterprises typically focus IT performance metrics on specific target audiences that measure performance against high-priority business outcomes that are distinct to their enterprise. Benchmarks focused solely on IT performance metrics usually miss the boat in identifying world-class behaviors. Instead, significant expense is lost trying to establish and find 'like' metric comparisons for their industry, their geography, their size, or their business model."