A Practical Approach for IT Governance

Role of Macro Analytics in IT Governance

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ITIL provided a set of metrics which are very specific and cover a few specific measurements.  These analytics can be termed Micro-Analytics. A Balanced Scorecard view provides macro analytics.  Macro analytics is analogous to macroeconomics – dealing with the whole whereas microeconomics deals with a specific domain or area.

Macro IT Analytics can be classified into four groups:

  • Managing the Services Delivered (user perspective)
  • Managing the Resources (staff perspective)
  • Managing Value Delivered to the Enterprise
    (financial perspective)
  • Managing External Factors

User centered IT analytics includes customer happiness, response time, ability to triage and prioritize requests, and managing defects. Staff centered IT analytics include staff morale, resource utilization, transparency, productivity and turnover. Financial IT analytics includes number of capital projects, return on investments (ROI), variance and percentage of IT expenditures on new projects. External IT analytics includes outside threats, Disaster Recovery (DR) incidents, technology adoption velocity and percentage of budget allocated to contingency.  These four groups can be combined to provide a benchmark of IT itself.

Written by Subbu Murthy

October 8, 2011 at 9:32 am

Posted in Analytics

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