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Advocate Business

B2

Collate information to assist stakeholders (primarily inside the IT function) to understand where technology can best contribute to enabling business value and supporting the organization.

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Advocate Business at each level of maturity.

1Initial
  • Practice
    Feedback from the business to IT is sporadic and is not systematically processed.
    Outcome
    IT is generally unaware of changes occurring in the business and lacks understanding of emerging opportunities and challenges.
    Metrics
    • % customer satisfaction (internal customers).
    • % key entities with IT relationship manager.
  • Outcome
    IT is generally unaware of the contribution it can make to the business.
    Metrics
    • % customer satisfaction (internal customers).
    • % job satisfaction within IT.
2Basic
  • Practice
    Capture basic information requirements from the business via formal routes (e.g. financial reports, etc.).
    Outcome
    IT management has basis from which to inform its decision-making processes.
    Metrics
    • # formal data sources captured.
    • # frequency updating of formal data sources.
  • Practice
    Conduct satisfaction survey with the business.
    Outcome
    Clearer understanding of business's view of IT in organization.
    Metric
    % customer satisfaction
  • Practice
    Have IT management process key information captured from the business via formal routes.
    Outcomes
    • IT management acquires basic understanding of the business.
    • Knowledge of business outside of IT management is sparse as no process for knowledge dissemination at this level.
    Metrics
    • % customer satisfaction (internal customers).
    • % job satisfaction within IT.
3Intermediate
  • Practice
    Capture information from formal routes for all key areas within the organization using automated routes where practical.
    Outcome
    IT now has robust collection process for information from formal sources.
    Metrics
    • # formal data sources captured.
    • # frequency updating of formal data sources.
  • Practice
    Actively capture and process information from senior level informal routes (e.g. calls to past work colleagues, etc.) for all key areas of the business.
    Outcome
    IT takes concrete steps to obtain information via informal routes and acts on the information received.
    Metric
    # outstanding issues
  • Practice
    Have IT management processes and communicates key information captured from the business via formal and informal routes to support the decision-making process within IT.
    Outcome
    IT management know results from information collection process and are able to integrate this into their decisions.
    Metric
    % customer satisfaction with key IT decision outcomes
  • Practice
    Identify complexities of the business structure and the challenges facing each area of the business to support IT management decision-making.
    Outcome
    IT management understands the business and is able to articulate its understanding to support an improved understanding of the business challenges for other IT staff.
    Metrics
    • % customer satisfaction (internal customers).
    • % job satisfaction within IT.
    • # ideas from IT staff to improve the business.
4Advanced
  • Practice
    Capture intelligence and feedback from all relevant levels across the organization using combination of formal and informal sources.
    Outcome
    IT has a strong understanding of the business and the issues confronting it.
    Metrics
    • # issues identified.
    • # events identified.
  • Practice
    Process and disseminate key information captured from the business via formal and informal routes to support the decision-making processes across all of IT.
    Outcome
    Awareness of business intelligence is spread across a wider range of appropriate employees as opposed to being concentrated solely within IT management.
    Metric
    % customer satisfaction with key IT decision outcomes
  • Practices
    • Identify complexities of the business structure, as well as the challenges and influences facing each area of the business to support decision-making across IT.
    • Share this knowledge with relevant IT staff.
    Outcome
    IT is able to target initiatives to support specific business entities.
    Metrics
    • % customer satisfaction (internal customers).
    • % job satisfaction within IT.
    • # ideas from IT staff to improve the business.
5Optimized
  • Practice
    Identify continuous improvement opportunities using formal and informal intelligence captured via formal and informal sources.
    Outcome
    Ensures that process for communicating business information within IT continues to be relevant and optimized.
    Metrics
    • # continuous improvement opportunities identified.
    • # continuous improvement opportunities implemented.
    • % customer satisfaction.
  • Practice
    Embed the ablity of staff of all levels within IT to identify opportunities to deliver value to the business and share this knowledge with their colleagues.
    Outcome
    All levels of staff in IT understand the role they can play in supporting the business and driving business value.
    Metrics
    • % customer satisfaction (internal customers).
    • % job satisfaction within IT.
    • # ideas from IT staff to improve the business.