ABSTRACT
It is not a question of how well each process works, the question is how well they all work together.
Lloyd Dobens and Clare Crawford-Mason, Thinking About Quality
6.1 Introduction In this technologically advancing world of information technology (IT), we should have the capability to adapt using performance management processes with proactive and predictive analytical cultures that value results-based management (RBM). A more results-driven model-centric1 process, with a culture of performance analytics-rational evidence-based decision making, must replace the traditional negative, judgmental, regressive, and reactive approach to performance management. The objective of this chapter is to provide the strategic directives and associated outputs, outcomes, and performance measures to support the IT service delivery life cycle (SDLC) performance model and to show the alignment with the integrated IT performance measurement dashboard.
