Steering IT on business value is the growing trend in ICT organisations. In trying to struggle out of the
paradigm of steering primarily on financial parameters such as, 'cost of ownership', IT organisations are being
forced into adopting other performance management indicators. These indicators are aimed at demonstrating added value in terms of
internal process effectiveness linked to 'softer' measures such as 'customer satisfaction.
One such example is the ability to reduce problems and outages which lead to improved customer satisfaction as well as
helping to drive down costs. The difficulty being that this is all very new to IT organisations and trying to
translate these key performance measures into adequate management practices isn't as easy as it looks.
