Performance
Manage the IT infrastructure to ensure that key performance indicators (KPIs), service levels, and budgets are in compliance with the organization's goals and objectives.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Performance at each level of maturity.
- 2Basic
- Practice
- Define a basic set of metrics and track performance against baseline objectives (e.g. uptime) for key components of the IT infrastructure.
- Outcomes
- A basic performance tracking system is in place.
- It is used to communicate with key stakeholders to gather requirements and to develop the system.
- Metric
- # of IT infrastructure performance metrics.
- 3Intermediate
- Practice
- Develop a standard set of metrics, that is based on service level agreements (SLAs), to track performance across most IT infrastructure components and services.
- Outcome
- The performance of most IT infrastructure components and services can be reliably assessed and compared to the requirements defined by the SLAs.
- Metric
- % of IT infrastructure components and services that breach their SLAs.
- 4Advanced
- Practices
- Use dashboards or equivalent tools to compare performance and quickly communicate the overall health of the IT infrastructure to stakeholders.
- Include benchmarking.
- Outcome
- The overall performance of the IT infrastructure can be reliably assessed and compared with industry standards.
- Metrics
- % compliance to SLAs/IT infrastructure component and service.
- % of the IT infrastructure that is benchmarked.
- 5Optimized
- Practice
- Continuously improve the set of metrics/KPIs, dashboards, and benchmarking based on feedback from stakeholders and insights/best practices obtained from relevant research and experimentation.
- Outcome
- The improvement process is value-based and incorporates relevant insights and best practices.
- Metric
- # of improvements implemented.