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Performance

B9

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.