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Measure & Improve IT Service Delivery: 4 Tips

With fast changing marketing dynamics and technologies, business priorities shift and new regulations are enacted. This may promote close monitoring of the IT service delivery by the professional service executives to make the best investment decisions and open growth avenues.

In this article at Thrive Network, the author shares some of the key metrics that indicate ways to constantly monitor and measure IT service delivery of an organization.

Focus on KPIs

Understanding how to initiate a performance measurement initiative of IT service delivery in any organization could be difficult. Most service executives possess a strong understanding of their areas of weakness. However, too many conflicting issues and priorities block their way.

Therefore, the best way to start measuring IT service delivery is by keeping focus towards key performance indicators (KPIs). Know how they are trending, compare with peers and look for ways and steps to improve them.

Tracking too many KPIs could be a burden. Therefore, track only those that are relevant to the organization and may leave an impact on overall growth, client satisfaction, and profit. Here is a list of key metrics for measuring IT service delivery:

  1. IT Spend Ratio: Often organizations fail to maintain a balance between their business processes and routine maintenance of IT infrastructures. By using an IT spend ratio to measure the service delivery, organizations can ensure if their spending is allocated to business process innovation and general maintenance of IT.
  2. Business Service Availability: This metrics will help in determining the source of process malfunctions. Business service availability is measured by conducting a review of business process requirements. The measurement helps organizations to decide if the best contingency strategies are in place and undergo periodic testing.
  3. Business Value of IT Investment: Ideally measured by the net present value (NPV) of each project in an IT portfolio, the cumulative business value helps in organizing the IT investment according to the NPV. The project awarded with the highest NPV is ranked first, followed by the remaining projects in descending order.
  4. Operational Performance: This metrics helps in measuring the outcome of each finished project. It helps the organizations to determine the level of productivity, management effectiveness, customer satisfaction and worker performance for specific tasks. Moreover, it allows measurement of current project performance for making improvements during the course of each task.

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