The research found that nine out of ten business and technology executives recognized IT performance measurement as a critical tool, yet only half of the respondents admitted to using this measurement data to help inform decision making.
As organizations use IT to communicate and deliver services to customers and citizens, it is critical that IT performance is measured against business metrics to ensure alignment with an organization’s objectives.
More than 70 percent of executives believe IT should be measured against their organization’s core performance metrics. However, the survey revealed that the most common assessments of IT performance today are traditional IT metrics, such as “quality of service” (71 percent) and “speed of ticket resolution” (66 percent). Meanwhile, business-focused metrics, such as “cost” and “customer satisfaction” are used by only 56 percent and 41 percent of respondents, respectively.
“As IT is increasingly expected to align with business objectives and to respond quickly to changing priorities, IT leaders need ways of monitoring and reporting performance that is relevant, insightful and timely,” said Amit Chatterjee, country director, HP Software, India. “IT can achieve this by automating manual processes and focusing on how IT contributes to more strategic measures such as customer satisfaction, cost and revenue growth.”
It is critical for business and governments to have real-time visibility into and control over the IT that underpins many of the innovations they provide to their customers and citizens. These include online payments, mobile solutions and social media services. Organizations need to manage not only the delivery of the services but have the right insight to balance resources and IT investments.
The research also suggests that information silos are hindering alignment between IT and the organization. Only 44 percent of executives said that IT performance information is shared widely across the organization. This figure underscores a deficiency in the important communications link between IT and the business.
Currently manual processes are a substantial part of IT monitoring in organizations. Among the respondents of the study, 71 percent said manual processes add time to or delay valuable information and feedback to the organization. Delays caused by manual processes, combined with insufficient IT measurement—further hamper organizational agility. These findings highlighted a need for increased IT automation.