Integrated IT Performance Management

Integrated IT Performance Management

by Kenneth Bainey
Released January 2016
Publisher(s): Auerbach Publications
ISBN: 9781498782500

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Book description

This book provides an Integrated IT Performance Management Framework (IPMF-IT) that integrates strategic, IT operational, and performance management components based on a results-driven performance measurement and accountability framework. Using a model-centric approach, it demonstrates the applicability of this framework within the context of the entire IT services delivery life cycle. It shows how to align outcomes measures with outputs measures, focusing on the effectiveness and efficiencies of output measures to management, measurement, and delivery of IT services, using integrated IT performance measurement dashboards.

Table of contents

  1. Cover
  2. Half Title
  3. Title Page
  4. Copyright Page
  5. Dedication
  6. Table of Contents
  7. Preface
    1. Purpose of This Book—Why
    2. Who Should Read This Book
    3. How to Use This Book
    4. Organization of This Book
    5. Trademarks
    6. Recommended Readings
  8. Acknowledgments
  9. Author
  10. Chapter 1 - Introduction to Integrated IT Performance Management
    1. 1.1 Introduction
    2. 1.2 Performance Problems: Management of IT Services
    3. 1.3 The Increasing Demand for Performance Integration
    4. 1.4 Role of Executive Management
    5. 1.5 A Real-World Problem Scenario: Measuring Major IT Program
    6. 1.6 A Real-World Solution Scenario: Measuring Major IT Program
      1. 1.6.1 Performance Management Organizational Structure
      2. 1.6.2 Performance Management Team Accountabilities
      3. 1.6.3 Performance Management Structure
      4. 1.6.4 Performance Management Structure Hierarchy
      5. 1.6.5 Performance Measurement Dashboard
    7. 1.7 Real-World Problem Scenario: Measuring IT Delivery Services
    8. 1.8 Real-World Solution Scenarios: Measuring IT Delivery Services
    9. 1.9 Gaining Acceptance for Performance Integration
    10. 1.10 Summary
    11. 1.11 Endnotes: Key Performance Management Terms
    12. 1.12 Questions to Think About: Performance Perspectives
    13. 1.13 Chapter Testing Questions
    14. Recommended Readings
  11. Chapter 2 - Integrated IT Performance Management Framework
    1. 2.1 Introduction
    2. 2.2 Performance Management Organizational Structure
    3. 2.3 Performance Organizational Structure: Rationale
      1. 2.3.1 Real-World Observations: Performance Management Executive
      2. 2.3.2 Real-World Observations: Performance Management Steering Committee
      3. 2.3.3 Real-World Observations: Performance Delivery Manager
      4. 2.3.4 Real-World Observations: Performance Measurement Managers
    4. 2.4 Strategic Management
      1. 2.4.1 IT Goal Statement
        1. 2.4.1.1 Performance Delivery Manager Accountabilities
      2. 2.4.2 IT Strategic Framework
        1. 2.4.2.1 Performance Delivery Manager Accountabilities
      3. 2.4.3 IT Strategic Directives
        1. 2.4.3.1 Performance Delivery Manager Accountabilities
      4. 2.4.4 IT Policy Framework
        1. 2.4.4.1 Performance Delivery Manager Accountabilities
      5. 2.4.5 IT Performance Governance Structure
        1. 2.4.5.1 Performance Delivery Manager Accountabilities
      6. 2.4.6 IT Value-Based Performance Measurements
        1. 2.4.6.1 Real-World Observations: Performance Measurement Dashboard
    5. 2.5 Performance Management
      1. 2.5.1 IT Service Delivery Life Cycle Performance Model
        1. 2.5.1.1 Performance Delivery Manager Accountabilities
      2. 2.5.2 IT Performance Management Delivery Processes
        1. 2.5.2.1 Performance Management Standards
        2. 2.5.2.2 Performance Measurement System
        3. 2.5.2.3 Performance Management Reporting
        4. 2.5.2.4 Performance Improvement Management
        5. 2.5.2.5 Performance Change Management
        6. 2.5.2.6 Human Resource Performance Management
        7. 2.5.2.7 Financial Performance Management
      3. 2.5.3 Performance Measurement Office Processes
        1. 2.5.3.1 Performance Delivery Manager Accountabilities
        2. 2.5.3.2 Real-World Observations: PMO Processes
        3. 2.5.3.3 Performance Delivery Manager Accountabilities
    6. 2.6 IT Operational Management
      1. 2.6.1 Financial Accountability
        1. 2.6.1.1 Performance Delivery Manager Accountabilities
      2. 2.6.2 Human Resource Accountability
        1. 2.6.2.1 Performance Delivery Manager Accountabilities
      3. 2.6.3 Operational Process Accountability
        1. 2.6.3.1 Performance Delivery Manager Accountabilities
      4. 2.6.4 Project Management Accountability
        1. 2.6.4.1 Performance Delivery Manager Accountabilities
      5. 2.6.5 Applications Management Services Accountability
        1. 2.6.5.1 Performance Delivery Manager Accountabilities
      6. 2.6.6 Technology Operations Support Accountability
        1. 2.6.6.1 Performance Delivery Manager Accountabilities
    7. 2.7 Performance Delivery Manager Key Accountabilities
      1. 2.7.1 Real-World Observations: Performance Delivery Manager Accountabilities
    8. 2.8 Applying Integrated Framework to Other Disciplines
    9. 2.9 Alternate Project-Based Organizational Structure
    10. 2.10 Summary
    11. 2.11 Endnotes: Key Performance Management Terms
    12. 2.12 Questions to Think About: Management Perspectives
    13. 2.13 Chapter Testing Questions
    14. Recommended Readings
  12. Chapter 3 - Strategic Management Model
    1. 3.1 Strategic Management
    2. 3.2 IT Goal Statement
      1. 3.2.1 Purpose
      2. 3.2.2 Strategic Directives
      3. 3.2.3 Accountabilities
        1. 3.2.3.1 Executive Performance Manager
        2. 3.2.3.2 Performance Delivery Manager
        3. 3.2.3.3 Performance Measurement Team
      4. 3.2.4 Results: IT Goal Statement
        1. 3.2.4.1 Outputs/Outcomes—IT Goal Statement
        2. 3.2.4.2 Process Flows—IT Goal Statement
        3. 3.2.4.3 Performance Model—IT Goal Statement
        4. 3.2.4.4 Performance Measures—IT Goal Statement
    3. 3.3 IT Strategic Framework
      1. 3.3.1 Purpose
      2. 3.3.2 Strategic Directives
      3. 3.3.3 Accountabilities
        1. 3.3.3.1 Executive Performance Manager
        2. 3.3.3.2 Performance Delivery Manager
        3. 3.3.3.3 Performance Measurement Team
      4. 3.3.4 Results: IT Strategic Framework
        1. 3.3.4.1 Outputs/Outcomes—IT Strategic Framework
        2. 3.3.4.2 Process Flows—IT Strategic Framework
        3. 3.3.4.3 Performance Model—IT Strategic Framework
        4. 3.3.4.4 Performance Measures—IT Strategic Framework
    4. 3.4 IT Strategic Directives
      1. 3.4.1 Purpose
      2. 3.4.2 Strategic Directives
      3. 3.4.3 Accountabilities
        1. 3.4.3.1 Executive Performance Manager
        2. 3.4.3.2 Performance Delivery Manager
        3. 3.4.3.3 Performance Measurement Team
      4. 3.4.4 Results: IT Strategic Directives
        1. 3.4.4.1 Outputs/Outcomes—IT Strategic Directives
        2. 3.4.4.2 Process Flows—IT Strategic Directives
        3. 3.4.4.3 Performance Model—IT Strategic Directives
        4. 3.4.4.4 Performance Measures—IT Strategic Directives
    5. 3.5 IT Policy Framework
      1. 3.5.1 Purpose
      2. 3.5.2 Strategic Directives
      3. 3.5.3 Accountabilities
        1. 3.5.3.1 Executive Performance Manager
        2. 3.5.3.2 Performance Delivery Manager
        3. 3.5.3.3 Performance Measurement Team
      4. 3.5.4 Results: IT Policy Framework
        1. 3.5.4.1 Outputs/Outcomes—IT Policy Framework
        2. 3.5.4.2 Process Flows—IT Policy Framework (Figure 3.11)
        3. 3.5.4.3 Performance Model—IT Policy Framework
        4. 3.5.4.4 Performance Measures—IT Policy Framework
    6. 3.6 IT Governance Framework
      1. 3.6.1 Purpose
      2. 3.6.2 Strategic Directives
      3. 3.6.3 Accountabilities
        1. 3.6.3.1 Executive Performance Manager
        2. 3.6.3.2 Performance Delivery Manager
        3. 3.6.3.3 Performance Measurement Team
      4. 3.6.4 Results: IT Governance Framework
        1. 3.6.4.1 Outputs/Outcomes—IT Governance Framework
        2. 3.6.4.2 Process Flows—IT Governance Framework
        3. 3.6.4.3 Performance Model—IT Governance Framework
        4. 3.6.4.4 Performance Measures—IT Governance Framework
    7. 3.7 IT Value-Based Performance Measurement
      1. 3.7.1 Purpose
      2. 3.7.2 Strategic Directives
      3. 3.7.3 Accountabilities
        1. 3.7.3.1 Executive Performance Manager
        2. 3.7.3.2 Performance Delivery Manager
        3. 3.7.3.3 Performance Measurement Team
      4. 3.7.4 Results: IT Value-Based Performance Measurement
        1. 3.7.4.1 Outputs/Outcomes—IT Value-Based Performance Measurement
        2. 3.7.4.2 Process Flows—IT Value-Based Performance Measurement
        3. 3.7.4.3 Performance Model—IT Value-Based Performance Measurement
        4. 3.7.4.4 Performance Measures—IT Value-Based Performance Measurement
    8. 3.8 Summary
    9. 3.9 Endnotes: Key Performance Management Terms
    10. 3.10 Questions to Think About: Management Perspectives
    11. 3.11 Chapter Testing Questions
    12. Recommended Readings
  13. Chapter 4 - Performance Management Model
    1. 4.1 Performance Management
    2. 4.2 IT SDLC Performance Model
      1. 4.2.1 Purpose
      2. 4.2.2 Strategic Directives
      3. 4.2.3 Accountabilities
        1. 4.2.3.1 Executive Performance Manager
        2. 4.2.3.2 Performance Delivery Manager
        3. 4.2.3.3 Performance Measurement Team
      4. 4.2.4 Results: IT SDLC Performance Model
        1. 4.2.4.1 Outputs/Outcomes: IT SDLC Performance Model
        2. 4.2.4.2 Process Flows: IT SDLC Performance Model
        3. 4.2.4.3 Performance Model: IT SDLC
        4. 4.2.4.4 Performance Measures: IT SDLC Model
    3. 4.3 IT Performance Management Delivery Processes
      1. 4.3.1 Performance Management Standards
        1. 4.3.1.1 Purpose
        2. 4.3.1.2 Strategic Directives
        3. 4.3.1.3 Accountabilities
        4. 4.3.1.4 Results: Performance Management Standards
      2. 4.3.2 Performance Measurement System
        1. 4.3.2.1 Purpose
        2. 4.3.2.2 Strategic Directives
        3. 4.3.2.3 Accountabilities
        4. 4.3.2.4 Results: Performance Measurement Systems
      3. 4.3.3 Performance Management Reporting
        1. 4.3.3.1 Purpose
        2. 4.3.3.2 Strategic Directives
        3. 4.3.3.3 Accountabilities
        4. 4.3.3.4 Results: Performance Management Reporting
      4. 4.3.4 Performance Improvement Management
        1. 4.3.4.1 Purpose
        2. 4.3.4.2 Strategic Directives
        3. 4.3.4.3 Accountabilities
        4. 4.3.4.4 Results: Performance Improvement Management
      5. 4.3.5 Performance Change Management
        1. 4.3.5.1 Purpose
        2. 4.3.5.2 Strategic Directives
        3. 4.3.5.3 Accountabilities
        4. 4.3.5.4 Results: Performance Change Management
      6. 4.3.6 Human Resource Performance Management
        1. 4.3.6.1 Purpose
        2. 4.3.6.2 Strategic Directives
        3. 4.3.6.3 Accountabilities
        4. 4.3.6.4 Results: Human Resource Performance Management
      7. 4.3.7 Financial Performance Management
        1. 4.3.7.1 Purpose
        2. 4.3.7.2 Strategic Directives
        3. 4.3.7.3 Accountabilities
        4. 4.3.7.4 Results: Financial Performance Management
    4. 4.4 Performance Measurement Office
      1. 4.4.1 Purpose
      2. 4.4.2 Strategic Directives
      3. 4.4.3 Accountabilities
        1. 4.4.3.1 Executive Performance Manager
        2. 4.4.3.2 Performance Delivery Manager
        3. 4.4.3.3 Performance Measurement Team
      4. 4.4.4 Results: Performance Measurement Office
        1. 4.4.4.1 Outputs/Outcomes: Performance Measurement Office (Table 4.9)
        2. 4.4.4.2 Process Flows: Performance Measurement Office
        3. 4.4.4.3 Performance Model: Performance Measurement Office
        4. 4.4.4.4 Performance Measures: Performance Measurement Office
    5. 4.5 Summary
    6. 4.6 Endnotes: Key Performance Management Terms
    7. 4.7 Questions to Think About: Management Perspectives
    8. 4.8 Chapter Testing Questions
    9. Recommended Readings
  14. Chapter 5 - Information Technology Operational Management Model
    1. 5.1 Information Technology Operational Management
    2. 5.2 Financial Accountability
      1. 5.2.1 Purpose
      2. 5.2.2 Strategic Directive
      3. 5.2.3 Accountabilities
        1. 5.2.3.1 Executive Performance Manager
        2. 5.2.3.2 Performance Delivery Manager
        3. 5.2.3.3 Performance Measurement Team
      4. 5.2.4 Results: Financial Accountability
        1. 5.2.4.1 Outputs/Outcomes: Financial Accountability
        2. 5.2.4.2 Process Flows: Financial Accountability
        3. 5.2.4.3 Performance Model: Financial Accountability
        4. 5.2.4.4 Performance Measures: Financial Accountability
    3. 5.3 Human Resource Accountability
      1. 5.3.1 Purpose
      2. 5.3.2 Strategic Directives
      3. 5.3.3 Accountabilities
        1. 5.3.3.1 Executive Performance Manager
        2. 5.3.3.2 Performance Delivery Manager
        3. 5.3.3.3 Performance Measurement Team
      4. 5.3.4 Results: Human Resource Accountability
        1. 5.3.4.1 Outputs/Outcomes: Human Resource Accountability
        2. 5.3.4.2 Process Flows: Human Resource Accountability
        3. 5.3.4.3 Performance Model: Human Resource Accountability
        4. 5.3.4.4 Performance Measures: Human Resource Accountability
    4. 5.4 Operational Process Accountability
      1. 5.4.1 Purpose
      2. 5.4.2 Strategic Directives
      3. 5.4.3 Accountabilities
        1. 5.4.3.1 Executive Performance Manager
        2. 5.4.3.2 Performance Delivery Manager
        3. 5.4.3.3 Performance Measurement Team
      4. 5.4.4 Results: Operational Process Accountability
        1. 5.4.4.1 Outputs/Outcomes: Operational Process Accountability
        2. 5.4.4.2 Process Flows: Operational Process Accountability
        3. 5.4.4.3 Performance Model: Operational Process Accountability
        4. 5.4.4.4 Performance Measures: Operational Process Accountability
    5. 5.5 Project Management Accountability
      1. 5.5.1 Purpose
      2. 5.5.2 Strategic Directives
      3. 5.5.3 Accountabilities
        1. 5.5.3.1 Executive Performance Manager
        2. 5.5.3.2 Performance Delivery Manager
        3. 5.5.3.3 Performance Measurement Team
      4. 5.5.4 Results: Project Management Accountability
        1. 5.5.4.1 Outputs/Outcomes: Project Management Accountability
        2. 5.5.4.2 Process Flows: Project Management Accountability
        3. 5.5.4.3 Performance Model: Project Management Accountability
        4. 5.5.4.4 Performance Measures: Project Management Accountability
    6. 5.6 Applications Management Accountability
      1. 5.6.1 Purpose
      2. 5.6.2 Strategic Directives
      3. 5.6.3 Accountabilities
        1. 5.6.3.1 Executive Performance Manager
        2. 5.6.3.2 Performance Delivery Manager
        3. 5.6.3.3 Performance Measurement Team
      4. 5.6.4 Results: Applications Management Accountability
        1. 5.6.4.1 Outputs/Outcomes: Applications Management Accountability
        2. 5.6.4.2 Process Flows: Applications Management Accountability
        3. 5.6.4.3 Performance Model: Applications Management Accountability
        4. 5.6.4.4 Performance Measures: Applications Management Accountability
    7. 5.7 Technology Operations Accountability
      1. 5.7.1 Purpose
      2. 5.7.2 Strategic Directives
      3. 5.7.3 Accountabilities
        1. 5.7.3.1 Executive Performance Manager
        2. 5.7.3.2 Performance Delivery Manager
        3. 5.7.3.3 Performance Measurement Team
      4. 5.7.4 Results: Technology Operations Accountability
        1. 5.7.4.1 Outputs/Outcomes: Technology Operations Accountability
        2. 5.7.4.2 Process Flows: Technology Operations Accountability
        3. 5.7.4.3 Performance Measures Model: Technology Operations Accountability
        4. 5.7.4.4 Performance Measures: Technology Operations Accountability
    8. 5.8 Summary
    9. 5.9 Endnotes: Key Project Management Terms
    10. 5.10 Questions to Think About: Management Perspectives
    11. 5.11 Chapter Testing Questions
    12. Recommended Readings
  15. Chapter 6 - Integrated IT Service Delivery Life Cycle Performance Model
    1. 6.1 Introduction
      1. 6.1.1 Integrated IT Performance Management Framework
      2. 6.1.2 Master RBS
      3. 6.1.3 Real-World Scenarios: RBS
      4. 6.1.4 IT SDLC Performance Model
      5. 6.1.5 Applying IT SDLC Process
      6. 6.1.6 Real-World Scenarios: SDLC Outsourced Model
    2. 6.2 IT Executive Leadership Services (ELS)
      1. 6.2.1 Strategic Directives: Executive Governance
      2. 6.2.2 Alignment with Performance Measures
      3. 6.2.3 Integration with Strategic, IT Operational, and Performance Management
        1. 6.2.3.1 Accountability Matrix: Executive Leadership/Governance Services
    3. 6.3 Planning and Administration Services (PAS)
      1. 6.3.1 Strategic Directives: Planning and Administration
      2. 6.3.2 Alignment with Performance Measures
      3. 6.3.3 Integration with Strategic, IT Operational, and Performance Management
        1. 6.3.3.1 Accountability Matrix: PAS
    4. 6.4 Enterprise Architecture Services (EAS)
      1. 6.4.1 Strategic Directives: Enterprise Architecture Services
      2. 6.4.2 Alignment with Performance Measures
      3. 6.4.3 Integration with Strategic, IT Operational, and Performance Management
        1. 6.4.3.1 Accountability Matrix: Executive Enterprise Architecture Services
    5. 6.5 Project Portfolio Management (PPM)
      1. 6.5.1 Strategic Directives: PPM
      2. 6.5.2 Alignment with Performance Measures
      3. 6.5.3 Integration with Strategic, IT Operational, and Performance Management
        1. 6.5.3.1 Accountability Matrix: PPM
    6. 6.6 Applications Management Services (AMS)
      1. 6.6.1 Strategic Directives: AMS
      2. 6.6.2 Alignment with Performance Measures
      3. 6.6.3 Integration with Strategic, IT Operational, and Performance Management
        1. 6.6.3.1 Accountability Matrix: AMS
    7. 6.7 Technology Management Services (TOS)
      1. 6.7.1 Strategic Directives: TOS
      2. 6.7.2 Alignment with Performance Measures
      3. 6.7.3 Integration with Strategic, IT Operational, and Performance Management
        1. 6.7.3.1 Accountability Matrix: TOS
    8. 6.8 Summary
    9. 6.9 Endnotes: Key Performance Management Terms
    10. 6.10 Questions to Think About: Management Perspectives
    11. 6.11 Chapter Testing Questions
    12. Recommended Readings
  16. Chapter 7 - Aligning IPMF-IT Framework with Industry Best Practices
    1. 7.1 Introduction
      1. 7.1.1 Merits of Understanding IPMF-IT with Industry Practices
      2. 7.1.2 Key IT Performance Management Trends
    2. 7.2 IPMF-IT Integration with Industry Best Practices
    3. 7.3 Strategic Management Integration
      1. 7.3.1 SM Integration with IT Service Delivery Life Cycle Process
      2. 7.3.2 SM Integration with Performance Measurement Dashboard
    4. 7.4 Performance Management Integration
      1. 7.4.1 PM Integration with IT Service Delivery Life Cycle
      2. 7.4.2 PM Integration with Performance Measurement Dashboard
    5. 7.5 IT Operational Management Integration
      1. 7.5.1 IT-OM Integration with IT Service Delivery Life Cycle
      2. 7.5.2 IT-OM Integration with Performance Measurement Dashboard
    6. 7.6 Performance Measurement Office Integration
      1. 7.6.1 PMO Integration with IT Service Delivery Life Cycle
      2. 7.6.2 PMO Integration with Performance Measurement Dashboard
      3. 7.6.3 Performance Measurement Dashboard
        1. 7.6.3.1 Suggestions for Understanding/Improving Organizational Culture (People)
        2. 7.6.3.2 Suggestions for Understanding/Improving Organizational Politics
        3. 7.6.3.3 Suggestions for Understanding/Improving Organizational Process
        4. 7.6.3.4 Suggestions for Understanding/Improving Organizational Performance
        5. 7.6.3.5 Suggestions for Understanding/Improving IT Leaders
    7. 7.7 Summary
    8. 7.8 Endnotes: Key Performance Management Terms
    9. 7.9 Questions to Think About: Management Perspectives
    10. 7.10 Chapter Testing Questions
    11. Recommended Readings
  17. Appendix A: Integrated IT Performance Measurement Dashboard—Executive Leadership Services (ELS)
  18. Appendix B: Integrated IT Performance Measurement Dashboard—Planning and Administration Services (PAS)
  19. Appendix C: Integrated IT Performance Measurement Dashboard—Enterprise Architecture Services (EAS)
  20. Appendix D: Integrated IT Performance Measurement Dashboard—Project Portfolio Management (PPM)
  21. Appendix E: Integrated IT Performance Measurement Dashboard—Applications Management Services (AMS)
  22. Appendix F: Integrated IT Performance Measurement Dashboard—Technology Operations Services (TOS)
  23. Index

Product information

  • Title: Integrated IT Performance Management
  • Author(s): Kenneth Bainey
  • Release date: January 2016
  • Publisher(s): Auerbach Publications
  • ISBN: 9781498782500