Match IT Measures to Business Measures.
The New Reality for Customer Engagement
This sounds simple and "alignment" has been pursued for years. Yet, when examples are given in workshops, it turns out that many enterprises are falling into two traps. On one hand, they are tying to IT operational (cost per unit) and not real business objectives. On the other hand, they try to leap from tactical objectives, such as ticket-closing times, to overarching business objectives such as "agility." This is a stretch.
Whether in projects or operations, the gap to business objectives is real. A 2009 study by ISACA -- an 86,000-constituent, 160-country IT management professional group -- found that alignment to business objectives had the lowest maturity of any of the success variables evaluated.
Tip for Matching IT Measures to Business Measures
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