Gartner Research

Revamp Your Team’s Approach to Business Value Metrics

Published: 26 November 2019

ID: G00464100

Analyst(s): Ron Blair


Infrastructure and operations leaders spend considerable time on managing metrics, yet often have little to show for it. By tailoring metric approaches to the different types of narratives, I&O leaders can reduce waste and bolster arguments for needed funding.

Table Of Contents
  • Key Challenges



  • Start With the Business Value Narrative Rather Than Metrics
  • Establish a Clear I&O Business Value Narrative With Why-Who-What
  • Use P4P to Justify Current Core Services
  • Tackle Technical Debt by Co-creating a Relevant and Credible Fact Base
    • Technical Debt Narrative No. 1: Business Impact Analysis
    • Technical Debt Narrative No. 2: Key Risk Indicator
    • Technical Debt Narrative No. 3: Application Fitness
    • Technical Debt Narrative No. 4: Error Budgets

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