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IT performance measurement not up to scratch

IT performance information is not being shared across many Australian organisations and businesses to the extent that it should be and, according to a recent study, there’s a growing need for IT performance measurements to be more automated and more closely aligned to organisational objectives in Australia.

The research, commissioned by HP, suggests that information silos are hindering alignment between IT and the organisation. Only 40 percent of executives surveyed in Australia indicated that IT performance information was shared widely across the organisation, underscoring what HP says is a “deficiency in the important communications link between IT and the business.”

According to Richard Outten, General Manager, Software, HP South Pacific,there is growing evidence that Australian organisations need to effectively utilise business-focused metrics to measure areas such as customer satisfaction, "especially given the proliferation of mobile solutions and social media services in Australia."

And, the study also found that only 29 percent of Australian organisations are using business-focused metrics to measure customer satisfaction, compared to 41 percent of their counterparts across Asia Pacific and Japan.

Outten said the research revealed a growing need for IT performance measurements to be more automated and more closely aligned to organisational objectives in Australia.

The study, undertaken by Coleman Parkes Research for HP, highlighted a need for increased IT automation in Australia, with more than 70 percent of executives saying that manual processes were currently part of their IT monitoring.

Among those respondents, 73 percent said manual processes added time to or delayed valuable information and feedback to the organisation.

“These delays—combined with insufficient IT measurement—further hamper organisational agility,” Outten said.

“As IT is increasingly expected to align with business objectives and to respond quickly to changing priorities, IT leaders need ways of monitoring and reporting performance that is relevant, insightful and timely.

“IT can achieve this by automating manual processes and focusing on how IT contributes to more strategic measures such as customer satisfaction, cost and revenue growth.”

The study also found that 100 percent of Australian business and technology executives surveyed did recognise IT performance measurement as a critical tool, but only 59 percent said they are using measurement data to help inform decision making.

And, more than 80 percent of executives surveyed believe IT should be measured against their organisation’s core performance metrics. However, the survey revealed that the most common assessments of IT performance today were traditional IT metrics, such as “quality of service” (72 percent) and “speed of ticket resolution” (71 percent).  Business-focused metrics, such as “cost” and “customer satisfaction” were used by only 54 percent and 29 percent of respondents, respectively.

Outten said it was critical for business and governments to have real-time visibility into and control over the IT that underpins many of the innovations they provide to their customers and citizens, including online payments, mobile solutions and social media services.

“Organisations need to manage not only the delivery of the services, but also have the right insight to balance resources and IT investments, Outten stressed.


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).