Execution of IT services - Towards real improvements using 'performance-based implementation'

This article describes a new approach for (ITIL) process implementations, which has already resulted in measurable and often surprising improvement of IT performance in practice. You can read how from simple data that is available within every IT organization (or that can be made available quite easily), you can explain and pronounce the value of IT to the customer. This takes four steps:

1. We boil down the value of IT to the customer organization into three basic IT services.
2. We translate the basic IT services into six performance indicators.
3. These performance indicators serve as a guideline for an implementation of a new process-oriented way of working.
4. This style of implementation will lead to true improvements of the performance of both IT and IT processes, in a way that benefits the customer of the IT organization.

The article also defines the principles and the way of working of performance-based implementation and illustrates this with two real-life examples.

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