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The role of IT has changed in organizations. “IT” is now digital business services, and the key performance areas and measures of success should reflect this new role.


  • The changed role of the IT department means that the measures of performance must be different
  • There are three new performance areas that must be measured in a modern IT department
  • The IT department “brand” should change to digital business services to reflect the new role of the department

Features and Benefits

  • Identifies the need to change the measures of performance in modern IT departments
  • Defines three focus areas for measuring performance in the modern digital business services department

Key questions answered

  • Is there a need for new measures of performance and success in the modern digital world?
  • What areas should we measure to evaluate the performance of modern IT departments?

Table of contents

Omdia view

  • Summary
  • Performance measures should change to reflect the pervasive role of digital business services in organizations
  • Measuring what matters
  • Measures of success for digital business solutions and services
  • Next steps in measuring digital business services performance


  • Further reading
  • Author