IT Service Management Metrics Metrics That Matter: Four Key Benchmarks for Improving IT Performance
Does one think great IT performance is achieved through luck or chance? One can bet real money it's not! High performing organizations have figured out which processes and controls really help them achieve their operational effectiveness and efficiency objectives. They have integrated those processes and controls into how they manage almost every aspect of their daily work, helping them achieve their business goals and find variance before it causes a catastrophic outage, failed change, security incident or something that can impact the customer. High performing organizations, as identified by the landmark IT Process Institute (ITPI) IT Controls Performance Study published in April 2006, are able to achieve these results by implementing and enforcing two controls.