IT Service Performance

Many companies’ IT support functions are missing a golden opportunity to provide greater value to the larger enterprise. While a few leading companies have recognized that IT support should be tied explicitly to its impact on user productivity and business-unit performance, many organizations remain caught in the IT support trap perpetuated by misguided SLAs. To improve the value they provide, IT support functions must go far beyond measuring only a narrow part of the service experience. We believe the time is right for CIOs to shift from measuring IT service performance for its own sake to measuring its effectiveness through real business results, such as end user productivity and its impact on company revenue and profitability. If they can do it, they will be able to begin to achieve the goal of measuring and representing the true value that the IT organization and its support services deliver to the business.