Gartner Research

Adopt I&O Key Performance Indicators to Deliver Digital Business Value

Published: 06 May 2019

ID: G00385601

Analyst(s): Milind Govekar , Nathan Hill


Digital business transformation requires I&O leaders to develop key performance indicators that extend beyond measuring standard service cost and quality expectations. KPIs must demonstrate business value in terms of customer centricity, enterprise agility and workforce transformation.

Table Of Contents
  • Key Challenges



  • Emphasize I&O Impact on Fostering Customer Centricity
    • KPI No. 1 — Customer Effort Score
    • KPI No. 2 — Infrastructure Service Value Scores
  • Demonstrate the Role of I&O in Enabling Enterprise Speed and Agility
    • KPI No. 3 — Minimum Viable Product Release Frequency
    • KPI No. 4 — Automated Versus Manual Change Ratio
  • Highlight I&O Commitment to Workforce Transformation
    • KPI No. 5 — Emerging Skills Growth
    • KPI No. 6 — Digital Dexterity Distribution

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