C A S E S T UDY
IT metrics solution helps CIO measure
success and support the business
THE SITUATION
The CIO of a global company was
struggling to show internal stakeholders
how the IT department supported the
core business. The department had a
wealth of data and reports from different
teams, but no way to measure results
against strategic goals. The client needed
an IT metrics solution that consolidated
data into one platform and applied
performance metrics.
THE CHALLENGE
With several teams in the IT department
generating their own reports, the client
needed to centralize data and create a
process to map the data to strategic
goals. But the department could not
agree on what to measure and had
already invested nearly a year trying to
create a ‘scorecard’ that everyone could
sign off on with no success. The client
turned to M Squared Consulting for
an end-to-end solution that could
transform the IT metrics process into
solid performance reporting.
THE SOLUTION
M Squared Consulting delivered a team of
experts in metrics, reporting and business
analysis. Within a month, the team led
executives to agreement on what they
wanted to measure and the types of
reports that were critical to strategic
decision-making. The M Squared team
developed a framework to capture
strategic data, map results to corporate
goals, and produce quality reports.
Executing to the framework, the
M Squared team led the implementation
of the new IT metrics system, which
resulted in quarterly business reviews and
monthly operations reports that gave
business leaders reliable performance data.
THE RESULTS
M Squared helped the client establish
quality IT department reporting. For the
first time, the CIO was able to show
internal stakeholders critical data about
end-user satisfaction and project delivery,
including turn-around time, cost, and
vendor performance against service-level
agreements. The reports demonstrated
success and helped to identify problem
areas more quickly, now and in the
future. The CIO was able to effectively
describe the team’s contributions, and
consequently he gained credibility within
the organization. The CIO’s stakeholders
benefitted from access to key data,
thereby enabling better decisions about
profit and productivity.
CLIENT/BUSINESS SECTOR
• Technology
• IT metrics
• Reporting
THE BUSINESS ISSUE
• IT department lacked integrated
platform for IT metrics
• Existing data could not be
mapped to strategy or objectives
• Quality reporting was required
to show the team’s contribution
to the company’s success
M SQUARED CONSULTING
DELIVERED
• Analysis of desired metrics and
business requirements
• Scorecard to provide
measurement standard
• Plan to produce regular reports
to enable strategic decisions
• Framework and implementation
plan for IT metrics solution
M Squared Consulting completes more than 500 client engagements each year.
Client satisfaction is our primary goal, and more than 80% of our new engagements come from
client referrals. Contact us today to discuss how we can help your organization.
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