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

Summary

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

Analysis

  • 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

Recommended Reading

©2019 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.