The performance of information technology is ultimately interpreted by three fundamental business performance indicators: the IT budget, user satisfaction, and technical indicators. Technical indicators could include a combination of automated and manual metrics. You can gain a reasonable understanding of IT performance by reviewing these indicators.
IT management should conduct regular performance reviews of all the items discussed in this chapter. Management and staff should make provisions for an independent audit to review their work. The auditor’s focus in IT service delivery will be to determine the effectiveness and efficiency of IT.
When reviewing IT service delivery, the paramount concern is that action items are identified, ...