Understanding Business Value for Automation - Journey from Service Management KPIs to Business Value Driven KPIs

The IT and Business Disconnect

What if, you could easily reconnect to business value which is driven by IT KPIs? With the footprint of IT/ Operations team, organizations may be able to develop KPIs which could directly impact business critical issues. And help justify investments in IT projects to CxO. But this is easier said than done.

Many of the IT driven KPI’s are disconnected from business requirements and higher-level management KPIs. In most of the cases it is considered as overhead for IT team to ensure lower cost, with little value delivered for business. As a result, many business managers see IT teams in silos.

KPIs are helpful to measure progress and track performance of a business. Usually, people inside IT department capture and manage these KPIs. But all these KPIs are based on operational aspects which doesn’t necessarily align with the business.

IT driven KPIs to manage business application are focused on SLAs, MTTR, Defect Density and innumerable jargons, that give an insight into IT operations and its maturity. But all these KPIs are based on operational aspects which doesn’t necessarily align with the business. Even after these stellar KPIs to show, business teams often don’t see IT teams providing value. As there are real business issues which are overlooked and shadowed behind these IT driven KPI.

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