Business-focused metrics require prominence: HP

Cost and customer satisfaction metrics under-used

According to a study by Coleman Parkes Research, commissioned by HP, while 100 per cent of Australian businesses and technology executives (who participated) see IT performance measurement as a critical tool, only 59 per cent are using this measurement data to help inform decision making.

Meanwhile, 80 per cent of those surveyed in Australia believe IT should be measured against an organisation’s core performance metrics. Despite this, the results show that the most common assessments of IT performance are traditional IT metrics. These include ‘quality of service’ (72 per cent) and ‘speed of ticket resolution’ (71 per cent).

Business-focused metrics such as cost and customer satisfaction are only used by 54 and 29 per cent, respectively.

HP said that real-time visibility into and control over the IT that underpins innovations is critical for businesses. These include online payments, mobile solutions, and social media services. At the same time, organisations must manage the delivery of services, but also have the right insight to balance resources and IT investments.

The vendor also said as organisations use IT to communicate and deliver services to customers and citizens, it is critical that IT performance is measured against business metrics to ensure alignment with an organisation’s objectives.

“As IT is increasingly expected to align with business objectives and to respond quickly to changing priorities, IT leaders need ways of monitoring and reporting performance that is relevant, insightful, and timely,” HP South Pacific software general manager, Richard Outten, said. “IT can achieve this by automatic manual processes and focusing on how IT contributes to more strategic measures such as customer satisfaction, cost and revenue growth.”

Other findings from the survey show that 40 per cent of executives said that IT performance information is shared widely across the organisation. Over 70 per cent of executives said that manual processes are part of their IT monitoring, and 73 per cent of these said manual processes add time to or delay valuable information and feedback.

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