Determine IT performance measures

Trigger: An IT governance review cycle begins or a new IT service is deployed requiring performance evaluation.

1. Review current IT strategy and service portfolio
2. Identify critical success factors for IT operations
3. Draft specific performance metrics and KPIs
4. Formulate the IT services performance index
5. Validate proposed measures with business stakeholders
6. Publish the finalized IT performance measurement framework

Outcome: A finalized set of IT key performance indicators and an IT services performance index are approved and implemented for tracking.