Gartner Research

Successful IT Performance Management for IT Shared Services: Relevant Key Performance Indicators

Published: 28 February 2012

ID: G00229663

Analyst(s): Kurt Potter , Simon Mingay


The leaders of new, mature IT shared-service organizations are squandering a big opportunity to sustain their success with the help of IT scorecards and KPIs that represent their performance. This management practice serves many purposes, and its absence is often traced to IT shared-service failure.

Table Of Contents
  • Overview


  • Reasons for Better IT Performance Management in IT Shared-Service Organizations
  • IT Share-Service Definition
  • Strategic Pillars Included in the Scorecard for IT Shared Services
  • Sample Metrics for the IT Shared-Service Organization
  • Standardization and Consolidation
  • Cost Management and Optimization
  • Operational Excellence and Delivery Management
  • Satisfaction of Users and Stakeholders
  • Financial and Budget Management
  • Project and Program Management
  • Governance, Stakeholder Engagement and Service Management

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