Process Performance Indicators and Reporting
Performance measurements are carried out as a means of maintaining and optimizing the processes. The results are then compiled in reports that are submitted to the management in a timely manner to provide a basis for enhanced control. In the present chapt
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Performance measurements are carried out as a means of maintaining and optimizing the processes. The results are then compiled in reports that are submitted to the management in a timely manner to provide a basis for enhanced control. In the present chapter, we examine various metrics or performance indicators. The selection of useful performance indicators is clearly explained on the basis of the description of the necessary reporting procedures. The findings permit the establishment of an efficient and cost-effective reporting procedure for IT processes.
13.1 Definition and Selection of Process Performance Indicators Performance indicators are generally defined for each individual process. They serve the purpose of characterizing the process and making it measurable. In the literature, the term key performance indicator (KPI) is often used. Performance indicators are very important. They enable one to define goals and establish a basis for various comparisons. Moreover, they give one an opportunity to gain a better understanding of the operational procedures themselves.
13.1.1 Possible Process Performance Indicators The variety of performance indicators that can be used to measure processes is virtually unlimited. Corresponding measurements can be derived as soon as one has defined a performance indicator. Table 13.1 offers a list of useful key performance indicators (KPIs).
© Springer Fachmedien Wiesbaden 2015 L. Pilorget, Implementing IT Processes, DOI 10.1007/978-3-658-04773-3_13
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Process Performance Indicators and Reporting
Table 13.1 List of useful key performance indicators (KPIs) IT Security Management KPI Number of preventive measures Preventive measure response time Number of serious securityrelated incidents Number of security-related service interruptions Number of security tests Number of deficiencies detected in the context of security testing
Financial Management KPI Adherence to budget procedures Cost-benefit analysis Postproject evaluation
Definition Number of preventive security measures that have been introduced to respond to identified IT security threats Time required to implement a suitable countermeasure after an IT security threat has been identified Number of identified, security-related incidents classified according to their degree of seriousness Number of security-related incidents that lead to service interruptions or reduced availability Number of conducted security tests or training sessions Number of security-mechanism deficiencies identified in the context of testing
Definition Percentage of projects that are presented for budget approval according to the standard process Percentage of project applications that include a cost-benefit analysis Percentage of projects whose costs and benefits were evaluated after their completion Percentage of IT costs that exceed the planned IT budget Percentage of IT costs that exceed the planned project costs
Adherence to budget Adherence to project resource allocation Number of cost optimizations Number of cost-optimizat
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