IT Metrics

Aligning IT and Business Objectives and Measuring Value

Many businesses are finally getting with the program and realizing that IT can be more than a cost center. But then again, “many” does not equate to “all.” In an article for Forbes, Vincent Bieri describes what IT can do in holdout organizations to demonstrate the genuine business value of IT.

Making IT Matter

Except in literal IT businesses, IT typically plays a supporting, background role in the delivery of products and services. The technological support IT provides might be thought of as a cost of doing business—without any further strategic value to mine from it. It is a mistake to think of IT and technology in these terms, but it is an easy mistake to make when IT does not make an effort to position itself as otherwise. After all, business leaders think of specific things when they imagine business value. Business value means one or more of these things are being generated: increased revenue, lower costs, improved productivity, improved client satisfaction, or greater competitive differentiation.

IT can communicate in these terms too with its services, but it may need help getting a strategy going. Toward that end, Bieri writes this:

… Gartner suggests several metrics that can help businesses align the role of IT in running the business. One key metric is to deploy technology that provides real-time insights into the end-user perspective. Data collected from end users about how they interact with technology, its impact on their day-to-day processes and how it empowers (or frustrates) them is invaluable when it comes to aligning IT with overall business impact. Since end users — from staff to customers to stakeholders — form the backbone of all business value, access to real-time data about their experiences, expectations and the root causes of IT issues can help establish a firm foundation for business/IT alignment and drive mutually beneficial agreements.

CIOs and other IT leaders should likewise remember to speak in common business language; business leaders do not care about or have the head for tech jargon.

For further tips, you can view the original article here:

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