Gartner Research

Use Outcome-Driven Metrics to Link I&O Delivery to Business Results

Published: 31 July 2023

Summary

Because traditional metrics used by infrastructure and IT operations are poor indicators of value, heads of I&O need to use practices like OKR and ODM to ensure their objectives and current performance levels are focused and aligned with their internal business consumers’ objectives and performance.

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Overview

Key Findings
  • I&O’s priorities are often disconnected from the broader IT and business performance objectives.

  • Infrastructure and IT operations initiatives often fail to deliver on their potential business value due to these efforts diverging from the business needs they’re intended to address.

  • I&O’s inability to communicate its impact on business outcomes diminishes its reputation as a strategic partner.

Recommendations
  • Make I&O a strategic partner of business teams by using objectives and key results (OKRs) to focus your teams on, align them with and motivate them to achieve business partners’ strategic goals and mission-critical priorities.

  • Support ongoing business outcomes by using outcome-driven metrics (ODM) to

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Analysts:

Dennis Smith

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