Gartner Research

Best Practices in Using BI for Effective IT Performance Management

Published: 24 April 2014

ID: G00261795

Analyst(s): Tapati Bandopadhyay, Bhavish Sood


Business and IT leaders are seeking to quantify the value and performance of IT operations. Business intelligence technologies can be used to plug gaps to capture the full business and technical contribution that current IT operations management tools cannot provide.

Table Of Contents
  • Key Challenges



  • Apply CPM Best Practices on KPIs to IT Operations Metrics, and Focus on a Limited Number of Key Metrics Rather Than a Large Number of Indicators
    • Use Cases
  • Link IT Operations "Plumbing" Metrics to Business Value, Such as How Downtime Can Affect Cash Flow
    • Use Cases
  • Build SLA Dashboards to Analyze the Performance of Various IT Services From the Business User's Perspective
    • Use Cases
  • Agree to Credible Targets: Use Internal and External Performance Benchmarks to Help Balance Stretch Goals and Objectives With Attainability During Negotiations With Stakeholders
    • Use Cases

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