Re-Thinking Metrics For The Digital Business Age

The approach to calculating IT effectiveness will take a sharp turn into new metrics to reflect the rapid adoption of cloud technology. Current-day overhauls in IT revolve around outsourcing infrastructure to as-a-service programs. Although the assessment of availability is a diagnostic mainstay, the abstraction of infrastructure elements puts the onus on service providers to focus their evaluations on effectiveness.

Research Manager at IDC Shannon Kalvar said, "A digital enterprise requires some way to orchestrate the ecosystem of observations, people, data, actions, and assets which deliver value to both customers and employees. IT Service Management tools, which have traditionally done that coordination on a small scale, have grown and evolved in the last few years to meet the need more broadly, allowing for both semi-autonomous IT operations and more integrated enterprise service management." Effectiveness, in the case of transitioning data measurement to handle a new framework, is synonymous with value. This takes the form of categorizing metrics into every step of a transaction, for instance product-to-customer, to pinpoint client behaviors and evaluate digital service performance.

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Infrastructure housed on the cloud is an archetypal starting point for metrics targeting scalability, response time, and cost-effectiveness for clients. Chief experience officers are cutting their teeth in cloud management; bringing it into a business plan is a win-win that provides a sense of ease for users, be that customers or employees, and lets executives take credit for budget savings. Exhibiting value and success for clients, staff, and most importantly stakeholders, is a matter of metrics.

The adage of “work smarter, not harder” is at play here. The addition of automated monitoring of IT networks through AI can alleviate the day-to-day stresses put upon administrators. Usage data can be directed to tools such as Pendo to keep track of volume.

Analyzing end-user numbers across myriad systems help identify correlation and causation for issues. Automated service mapping allows users to play a facile detective; problems are stopped before even becoming identifiable problems. User engagement and transaction frequency often paints an accurate picture of IT effectiveness; solid metrics on digital business will belay any hesitancy about the shift.