Gartner Research

Leadership Development Module 2, Chapter 4: IT Service Outcome Management

Published: 29 February 2016

ID: G00300749

Analyst(s): Simon Mingay , Colleen Young


This module provides a suggested structure for process and service performance management.

Table Of Contents


  • Objectives
  • The Difference Between an IT Process and an IT Service
    • A Round on an IT Service and the Elements Required for Service Fulfillment
  • Best Practices in IT Process and Service Performance Management
    • The Components of a Service-Based Performance Management Program
  • Baselining Process and Service Performance
    • Lagging and Leading Indicators
    • Reviews and Visibility
    • Link the Organizational, Team and Individual Performance Assessments to the Measurement Framework
  • 5.0 How IT Processes and Services Should Be Measured
    • 5.1 A Four-Part Performance Measurement
    • 5.2 The Scorecard
    • SLAs
    • Operational Process Performance
    • Process Instrumentation and Monitoring
    • A Working Example
    • Summary of the Tiers in Action
  • Implications for People and Teams

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