2Understand Desired Business Outcomes and Strategic Goals
Before any technology is implemented, IT departments need to understand the business issues stakeholders face—and the outcomes they want to achieve. Involve line-of-business (LOB) leaders in discussions and decisions; technology is too important not to involve them. By 2016, according to IDC, 80 percent of IT investment decisions will involve LOB executives, who will make more than half the decisions.
3Determine the Best IT to Deliver Those Business Goals
Technology is less expensive, more powerful and easier to deploy than ever, but it needs to produce results. It’s not about implementing a new CRM system; it’s about shortening the sales cycle. It’s not about deploying social monitoring tools; it’s about understanding your customers better. It’s not about upgrading your infrastructure; it’s about increasing scale and improving employee efficiency.
4Define Key Metrics for Measuring Success
5Reduce ‘Noise’ in Your Operations, Automate Repetitive Processes
6Eliminate Data Silos
7Outsource Operations That Don’t Add Unique Value
8Track Metrics That Define Success and/or Failure
Both the internal outcomes (on time and on budget) and those external to the IT department (shorter sales cycles, better cost control, faster onboarding, faster product innovation) define success. The IT department needs to develop a culture of accountability for the resources it uses, the technologies it implements and the results it helps achieve.
9Report, Report, Report
10Use the Visibility You’ve Gained
11Create a Continuous Cycle of Improvement
Once put into place, this will improve outcomes-based performance, increase efficiency and reduce costs. What organization wouldn’t want any of those outcomes? Identify the best methods to increase efficiency, maximize effectiveness, optimize costs and create a set of standard measurements to benchmark performance. Routinely test those standards and question if they are the best ways to help your business achieve its goals.