You have updated your IT Strategy and communicated it to the organization. You have established a governance framework to track progress and monitor risks. To convert your IT Strategy into action, you will need targeted metrics and a transparent performance management process and system to drive continuing operational performance to meet your strategic goals.
When an IT organization has a business-aligned strategy with engaged and excited employees ready to execute, a key component is ensuring the focus remains on the organization's goals with metrics targeted to achieve them. Imagine a fully transparent Performance Management Dashboard that tracks operational metrics such as:
application and infrastructure performance
information security
employee engagement and safety
IT organization financial performance
and customer satisfaction.
These are examples of metrics that will keep the IT organization performing well.
In addition to operational metrics and goals, you should track progress against strategic goals. Once your strategy and key initiatives are defined, identify how to measure the outcome. Tracking progress against strategic goals while monitoring operational performance will inform leaders of adjustments that need to be made during the Transformation.
MSSBTA has experience in establishing and leading the implementation of Performance Management Processes, including identifying metrics and designing dashboards. The process and tools can be implemented in phases:
METRICS - Identifying your metrics. This is the most important and difficult step, as the wrong metrics can lead to negative outcomes. Remain focused on your strategy and business value you are seeking to achieve and include important operational performance metrics that "keep the lights on".
PROCESS - Create and implement a performance management process used to review and communicate performance. Initially this might involve manual spreadsheet tracking but should evolve to a performance management dashboard. A Performance Management Process Owner and individual Metric Owners are necessary for accountability.
TECHNOLOGY - Transition from manual tracking to a Performance Management Dashboard. There are a variety of data visualization solutions available on the market. Start with understanding who will be using it, what resources are available to ensure data accuracy, and how much support is needed.
CULTURE - Drive performance management as part of your organization’s culture. Effective Change Management is key to driving focus. It starts at the top with CIO and IT leader alignment and sponsorship.
REASSESS - Continually review metrics and adjust goals. Once goals are achieved, set the bar higher or invest resources in other areas where performance gaps are seen.
IMPROVE - continue to invest in your automated performance management process. To proactively address quality issues, over time invest in real-time monitoring of Infrastructure, Application, and Information Security. With real-time monitoring enabled, IT organizations can identify root cause for on-going performance issues could take days or weeks.
Once you have a well-established IT Performance Management Process and System, you can expect to gain significant value which includes:
a high-performing organization
IT investments focused on the right areas
the ability to quickly pivot to address the enterprise needs
improved customer satisfaction, and
achieving strategic goals while minimizing risk. MSSBTA can assist in a full implementation of performance monitoring or within one of the phases.