Gartner Research

Business-Aligned Metrics for IT Services in Cloud: Returns on Agility, Elasticity, Continuity and Consistency

Published: 10 January 2012

ID: G00218589

Analyst(s): Tapati Bandopadhyay


Well-balanced metrics definition is key for mature IT service management practices. For cloud-based IT services, financial and cost measures only tell a lopsided story. Use the sample metrics in this research to factor in the other aspects related to business outcomes.

Table Of Contents
  • Overview


  • Complement the Financial Measures for Cloud With Business-Aligned, Service-Value-Based Metrics
  • Factors to Consider While Defining ITSM Metrics for Cloud-Based IT Services
  • Sample Metrics for I&O Teams Planning Cloud Adoption: Returns on Agility, Elasticity, Continuity and Consistency
    • Return on Agility
    • Return on Elasticity
    • Return on Continuity
    • Return on Consistency
  • Common Characteristics of the Sample Metrics
  • Bottom Line

Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.