IT Performance

IT performance measures how effectively an organization’s information technology function delivers reliable, secure and scalable technology services while enabling business growth, innovation and digital transformation. It evaluates the IT function’s ability to optimize costs, improve service quality, manage technology investments and support changing business priorities. Common key performance indicators (KPIs) include IT operating costs, system availability, service desk performance, incident resolution time, application performance, cybersecurity resilience, project delivery, cloud adoption and user satisfaction.

As organizations become increasingly digital, IT performance is no longer measured solely by infrastructure uptime or operational efficiency. High-performing IT organizations align technology strategies with business objectives, modernize enterprise architectures, strengthen cybersecurity, accelerate software delivery and use data to improve decision-making. They also leverage cloud computing, artificial intelligence (AI), automation, observability and advanced analytics to simplify IT operations, increase agility and enhance the employee and customer experience.

Organizations that achieve Digital World Class® IT performance consistently outperform peers by adopting modern operating models, investing in digital capabilities and continuously measuring outcomes against industry benchmarks. This enables them to deliver resilient technology services while creating greater business value at a lower operating cost.

The Hackett Group® helps organizations assess and improve IT performance through industry-leading benchmarking, proprietary research and proven best practices. By measuring performance against Digital World Class® standards, IT leaders can identify opportunities for improvement, accelerate technology transformation and build a high-performing IT organization that supports long-term business success.