promise of value being added to organizations through the use of information technology.
Unfortunately, in practice, there are more complaints about IT than there are letters of
congratulation in which the value of IT to the business is celebrated.
Traditionally, IT is seen as a cost of doing business with a very limited link from IT activities
to business outcomes. In order to prove the link and therefore the value, we need to use
performance indicators (often referred to as Key Performance Indicators or KPIs) as measure
and proof for both the link and the added value. In this article, IT includes the IT assets and the
application and infrastructure management activities to build, maintain and provide IT functions
to end users.