ABSTRACT
Performance management for the measurement, management, delivery, and improvement of information technology (IT) services is a discipline that influences every aspect of a company’s business. Performance management programs1 that, no matter how successfully viewed, do not measure the effectiveness of management using financial, employee, customer, and operational measures to improve organizational excellence are not a valued investment of the company’s resources. Strategic management, performance management, and IT operational management must all work together, with a consistent understanding of performance management accountabilities, outcomes, outputs, process flows, and performance measures, to successfully improve organizational performance. The components of strategic management, IT operational management, and performance management require clearly defined accountabilities using results-driven performance measures and accountability framework to effectively measure, manage, deliver, and improve IT services, including the quality and quantity of management. Strategic, operational, or performance management staffs that fail to fulfill their accountabilities will negatively impact the results of the performance management program.
