Monitor and Evaluate IT Performance
Effective IT performance management requires a monitoring process. This process includes defining relevant performance indicators, systematic and timely reporting of performance, and prompt acting upon deviations. Monitoring is needed to make sure that the right things are done and are in line with the set directions and policies.
Monitoring Approach
Establish a general monitoring framework and approach to define the scope, methodology and process to be followed for measuring IT’s solution and service delivery, and monitor IT’s contribution to the business. Integrate the framework with the corporate performance management system.
Definition and Collection of Monitoring Data
Work with the business to define a balanced set of performance targets and have them approved by the business and other relevant stakeholders. Define benchmarks with which to compare the targets, and identify available data to be collected to measure the targets. Establish processes to collect timely and accurate data to report on progress against targets.
Monitoring Method
Deploy a performance monitoring method (e.g., balanced scorecard) that records targets; captures measurements; provides a succinct, all-around view of IT performance; and fits within the enterprise monitoring system.
There are no PSGs published for this topic; however, the topic is under review for future PSGs
Performance Assessment
Periodically review performance against targets, analyze the cause of any deviations, and initiate remedial action to address the underlying causes. At appropriate times, perform root cause analysis across deviations.
There are no PSGs published for this topic; however, the topic is under review for future PSGs
Board and Executive Reporting
Develop senior management reports on IT’s contribution to the business, specifically in terms of the performance of the enterprise’s portfolio, IT-enabled investment programs, and the solution and service deliverable performance of individual programs. Include in status reports the extent to which planned objectives have been achieved, budgeted resources used, set performance targets met and identified risks mitigated. Anticipate senior management’s review by suggesting remedial actions for major deviations. Provide the report to senior management, and solicit feedback from management’s review.
There are no PSGs published for this topic; however, the topic is under review for future PSGs
Remedial Actions
Identify and initiate remedial actions based on performance monitoring, assessment and reporting. This includes follow-up of all monitoring, reporting and assessments through:
• Review, negotiation and establishment of management responses
• Assignment of responsibility for remediation
• Tracking of the results of actions committed.