How can you use IT performance data to drive innovation?

1 Service quality

One of the benefits of IT performance data is that it can help you identify and resolve issues that affect the quality of your IT services. For example, you can use metrics such as availability, response time, error rate, and throughput to monitor the health and performance of your servers, networks, applications, and databases. By analyzing these metrics, you can detect and diagnose problems, troubleshoot root causes, and implement solutions. Moreover, you can use IT performance data to benchmark your service quality against industry standards, best practices, or customer expectations, and identify areas for improvement.

2 Customer experience

Another way to use IT performance data to drive innovation is to focus on the customer experience. Customer experience is the perception and satisfaction that your customers have with your IT services. It can be influenced by factors such as usability, functionality, accessibility, security, and reliability. By collecting and analyzing IT performance data, you can understand how your customers interact with your IT services, what are their pain points, needs, and preferences, and how you can enhance their experience. For example, you can use metrics such as user satisfaction, retention, conversion, feedback, and loyalty to measure and improve the customer experience.

3 Business value

IT performance data can also help you demonstrate and increase the business value of your IT services. Business value is the impact and contribution that your IT services have on the strategic goals and outcomes of your organization. It can be measured by metrics such as revenue, cost, profit, ROI, productivity, efficiency, and innovation. By collecting and analyzing IT performance data, you can align your IT services with the business objectives, optimize the use of resources, identify and prioritize opportunities, and communicate the value proposition of your IT services to stakeholders.

4 IT agility

Finally, IT performance data can help you foster and enhance the IT agility of your organization. IT agility is the ability and speed of your IT organization to respond to changes and deliver value in a dynamic and uncertain environment. It can be achieved by adopting practices such as DevOps, cloud computing, automation, and continuous improvement. By collecting and analyzing IT performance data, you can monitor and improve the IT agility of your organization, such as by metrics such as deployment frequency, lead time, change failure rate, and recovery time. You can also use IT performance data to experiment and learn from failures, and to support a culture of innovation and collaboration.