Gartner Research

Leadership Development Module 1, Chapter 7: Evaluating and Improving IT's Contribution

Published: 29 February 2016

ID: G00300037

Analyst(s): Mary Mesaglio , Michael Smith


This chapter describes the necessary components and processes for evaluating and improving the IT organization's contribution to the business.

Table Of Contents


  • Introduction
    • Performance Management
    • Required Elements of an Effective Performance Management Program
    • 1.3 Process Management
  • How Should the IT Organization's Contribution Be Communicated?
  • How Should Metrics Be Used to Evaluate and Improve the IT Organization's Contributions?
    • Businesses Evaluate IT From Two Distinct Perspectives: Efficiency and Effectiveness
    • The Relationship Between IT Service-Level Agreements and Leading Indicators of Financial Performance
    • Relationship Between Leading Indicators of Financial Performance and Financial Metrics
  • What Business Concepts Need to Be in Place for the IT Organization to Effectively Communicate Its Contributions to the Business?
  • Conclusions
  • Recommended Reading

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