ABSTRACT
Currently, HDOs' information technology (IT) systems make it a challenge to properly measure outcomes due to poor interoperability, the improper use of industry standards, and poor investment strategies. The Technology Process Index consists of Systems Performance, IT Support Performance, Service Level Effectiveness, New Project Index, and IT Total Cost Index. Each of the aggregate measures within the IT support services business domain assumes that the activities covered are managed through service level agreements (SLAs) with internal customers. Systems Performance shows the percentage of time that applications, systems, and infrastructure are operating within their performance objectives. This metric indicates the amount of time during expected hours of operation that services are available and usable by the organization. IT Support Performance measures the ability of IT support functions to provide organization users with support for problem resolution, questions, and unplanned change requests.
