IT Benchmarking
Benchmark IT Performance and Quantify AI Opportunity
AI is transforming how information technology (IT) organizations deliver business value. For chief information officers (CIOs) and technology leaders, the challenge is no longer whether to use AI, but where it will create the most value. The Hackett Group® combines AI World Class benchmarks, decades of IT performance intelligence, industry-leading IT insights and AI-enabled platforms to help technology leaders identify improvement opportunities, quantify impact and build data-driven transformation business cases.
The IT performance gap is growing
A new performance divide is emerging. While most organizations are using AI to simply automate legacy processes, leading technology functions are redesigning their operating models around AI. CIOs must simultaneously modernize their technology stack, transform service delivery and drive AI adoption under increasing cost pressures. Success no longer depends on adopting AI but on identifying where it delivers the greatest business impact and measurable value.
Data-driven IT benchmarks for critical business decisions
As AI transforms organizations, CIOs and technology leaders need to distinguish between informational guidance and decision-grade IT performance benchmarking. Technology modernization, AI investment and operating model decisions require validated data, peer comparability and measurable business outcomes.
Benchmark against today’s leaders and tomorrow’s possibilities
Digital World Class® benchmarks measure how leading technology organizations perform today. AI World Class benchmarks quantify the future-state performance achievable when IT operating models, technology environments and business processes are redesigned around AI.
World-class AI performance starts with process reinvention
The highest-performing technology organizations do not begin with AI tools. They begin by identifying where process redesign can create the greatest business value. AI World Class organizations prioritize investments using a disciplined framework that balances business impact, implementation complexity and expected ROI.
Quantify your IT performance gap
IT benchmarking provides an objective view of where performance gaps exist today, where AI can create the greatest value and what future-state performance is achievable across the IT function.
What AI World Class IT looks like
Process reinvention unlocks the full value of AI. The greatest performance gains occur when AI is applied across IT operating models rather than isolated technology initiatives. AI World Class organizations simplify technology, reduce technical debt and redesign how work gets done across technology operations, software delivery and IT services to improve productivity, efficiency and enterprise performance.
Reduce technology operating costs (27%-35%) by simplifying technology environments and redesigning IT processes around AI.
Increase workforce productivity (34%-44%) by automating routine work and enabling teams to focus on higher-value activities.
Improve technology investment returns (1.5X-2.5X) by prioritizing high-value AI initiatives and modernizing operating models.
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What we benchmark across IT
End-to-end IT performance
The Hackett Group® benchmarks performance across the entire IT function, helping organizations identify performance gaps, quantify AI opportunities and prioritize transformation across core IT capabilities.
How we help IT leaders prioritize AI investments
Using Digital World Class® and AI World Class benchmarks, our IT benchmarking services help IT leaders identify performance gaps, evaluate AI opportunities, and build a transformation roadmap that strengthens IT performance and enables AI-powered transformation across the business. By directing AI investment to the highest-value opportunities, organizations can improve productivity, decision quality and enterprise performance while creating sustainable competitive advantage.
Trusted by the world’s best companies
The Hackett Group® provides the benchmark standards used by many of the world’s highest-performing organizations, including 98% of the Dow Jones Global Titans, 97% of the Dow Jones Industrial Average, 90% of the Fortune 100, 68% of the DAX 40 and 53% of the FTSE 100. Built on more than 30 years of benchmarking and transformation experience, our Digital World Class® and AI World Class benchmarks help IT leaders prioritize AI investments with confidence.
Benchmark performance across IT strategy and governance, applications, infrastructure, cybersecurity, and ITSM. Identify the largest gaps to Digital World Class® and AI World Class performance, and prioritize the opportunities with the greatest potential to improve IT performance, optimize technology costs, strengthen service delivery and accelerate business value.
Frequently asked questions
What is IT benchmarking, and why is it important for CIOs?
IT benchmarking compares your IT organization’s costs, productivity, service delivery and business outcomes against peer organizations, Digital World Class® performers and AI World Class benchmarks. This performance benchmarking approach enables chief information officers (CIOs) to identify performance gaps, quantify AI opportunities and prioritize investments that improve IT performance, operational efficiency and enterprise value.
How does IT benchmarking improve IT performance?
IT benchmarking identifies performance gaps across IT strategy, applications, infrastructure, cybersecurity and IT service management. By comparing performance against peer organizations and world-class benchmarks, technology leaders can prioritize initiatives that improve service delivery, reduce costs, increase productivity and accelerate business value.
How can IT benchmarking improve IT productivity?
IT benchmarking identifies where AI, automation and process redesign can improve productivity across the IT function. It highlights opportunities to simplify operations, modernize service delivery, reduce manual effort and enable IT teams to focus on higher-value work.
What is the difference between Digital World Class® and AI World Class benchmarking?
Digital World Class® benchmarking measures current IT performance based on leading operating models, technology and best practices. AI World Class benchmarks quantify future-state performance by identifying how AI-driven process redesign can improve IT productivity, operational efficiency, service delivery and business value. Together, they help technology leaders identify performance gaps, evaluate AI opportunities and prioritize transformation investments.
How does IT benchmarking help build a business case for AI investments?
IT benchmarking helps build a business case for AI investments by quantifying performance gaps, productivity improvements and expected ROI. It provides the evidence technology leaders need to prioritize investments and support transformation decisions.
Can ChatGPT or other AI tools provide IT benchmarks?
No. AI tools can provide useful context and directional guidance, but they cannot deliver decision-grade IT benchmarks. Credible benchmarking requires proprietary datasets, like-for-like peer comparisons, data normalization and proven methodologies. Technology leaders need benchmarks that support executive decision-making and defensible business cases.
Which IT processes should be benchmarked first?
Organizations typically begin by benchmarking high-impact areas such as IT strategy and governance, application development and management, infrastructure and cloud operations, cybersecurity, IT service management, and end-user services. The right starting point depends on where performance gaps, business priorities and AI opportunities are greatest.
How does IT benchmarking support IT transformation?
By identifying performance gaps, root causes and improvement opportunities, benchmarking establishes a fact-based baseline for IT transformation. This assessment helps technology leaders prioritize initiatives, align investments to business priorities, and measure progress against Digital World Class® and AI World Class performance standards.
What role does AI play in modern IT benchmarking?
AI accelerates opportunity identification, process analysis and investment prioritization. Platforms such as Hackett AI XPLR® help organizations identify high-value AI use cases, quantify potential business impact and prioritize IT transformation initiatives. AI enhances benchmarking, but validated benchmark data and proven methodologies remain essential for decision-making.
Can IT benchmarking help redesign our IT operating model?
IT benchmarking provides an objective view of IT performance compared with peer organizations and world-class performers. It helps technology leaders identify performance gaps, prioritize improvement opportunities and evaluate where AI, process redesign and technology investments can deliver the greatest business value.
What are AI World Class IT benchmarks?
AI World Class IT benchmarks quantify the performance organizations can achieve when IT operating models and technology processes are redesigned around AI. They measure future-state improvements in IT costs, productivity, service delivery and business value, helping leadership teams prioritize the opportunities with the greatest business impact and return on investment.
How do I measure my organization’s AI opportunity in IT?
The most effective approach is to benchmark current IT performance against AI World Class standards. This reveals where the largest performance gaps exist, identifies the highest-value AI opportunities, and provides quantified business cases that help leadership teams prioritize investments and accelerate IT transformation.