The paper titled “Measuring IT Performance and Communicating Value” by Mitra et al. focuses on the challenges of measuring IT performance and communicating its value to the business. The authors argue that measuring IT performance is critical for organizations to understand the value of their IT investments and make informed decisions.
The paper begins by discussing the importance of IT in business operations and the challenges of measuring IT performance. The authors identify several factors that make measuring IT performance challenging, such as the complexity of IT systems, the difficulty of quantifying IT’s impact on business operations, and the lack of standardized metrics for IT performance.
To overcome these challenges, the authors propose a framework for measuring IT performance that includes both objective and subjective metrics. Objective metrics include measures such as system uptime, response time, and security incidents. Subjective metrics, on the other hand, capture the perception of IT performance from the perspective of the business users.
The paper also discusses the importance of communicating IT performance and its value to the business. The authors argue that IT should communicate its value in business terms, such as cost savings, revenue growth, and improved customer satisfaction. Effective communication of IT value requires IT to understand the business objectives and how IT contributes to achieving them.
The paper concludes that measuring IT performance and communicating its value to the business is critical for IT to be perceived as a strategic partner in the organization. The proposed framework for measuring IT performance can help organizations better understand the value of their IT investments, while effective communication of IT value can help IT build stronger relationships with the business.