Maturing Your Service Level Management Performance Measurement System
Better Management of Your Business By Increasing the Value of Performance Metrics
Traditional performance measurement consists of industry standards to assess successes – whether financial, contractual service level agreements (SLAs), development and delivery outcomes, or client-satisfaction indicators. The problem is these are rearview mirror measurements rather than forward-facing, and that is simply not good enough by today’s IT industry standards.
With speed, accuracy and agility of business critical to successfully competing in today’s marketplace, it’s time to improve the way we measure successes. That means expanding current operational measurements to include internal operating level agreement (OLA) performance within the business value chain. It also means ensuring a strong understanding of the performance of all external product and service providers underpinning contracts (UCs) in the supply chain. A new business performance and reporting strategy is needed. This strategy should provide a balance of measurements that represent where we are today – relative to the predefined performance goals of the organization – and effectively predict future performance. By linking performance to critical business decisions using focused, common processes and measurement standards, and leveraging those results across the enterprise, the systemic analysis will drive reduced operating expenses and raise performance expectations. This approach accelerated business growth by arming employees and leaders with the information they need to make quick, accurate, fact-based business decisions, thereby, enhancing competitive advantage.
