A System-based Approach for Defining IT Operations Value Proposition

Current performance metrics used by most IT operations organizations focus on measuring the technical characteristics of the IT operations, for example server uptime, network latency and application response times. While these metrics are important, solely focusing on these technical metrics does not offer a complete picture of the value of the IT operation to an enterprise. On the other hand investment decisions are typically justified based on return on investment and total cost of ownership from a pure financial perspective. This approach also does not convey the true value of the IT investment to the enterprise. This paper discusses the three dimensional value proposition approach (3DVP) which focuses on the attributes of the IT operation organization, the conditions in which it operates under and the point in time in which the value proposition is defined