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The Key To IT Business Alignment Is In Operations
A Forrester White Paper by Jean-Pierre Garbani
www.ca.com
Abstract
The predictability of results is a sign of maturity in any activity or process. Predictability is also what
IT is trying to achieve but very often fails to deliver. One key element of a process’ evolution toward
maturity is the ability to measure the results of the process against expectations, identify weak points,
and correct them. The metrics available to IT, however, are either measured at a global organization
level or are not granular enough to characterize specific processes. Improving service delivery requires
tracking issues to their root cause and improving the specific process that creates the problem. A topdown
analysis of process dependencies associated with metrics that are measuring the outcome of
each IT process would certainly provide a better set of IT management metrics than what exists today.
Problems appearing in production, for example, could be then tracked to their real root cause, and real
process improvement could take place.
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