Achieving Better IT Performance

It sounds too good to be true: a 95% reduction in the impact of incidents on customers, with a 14% reduction of personnel cost; incidents (all priorities) solved in an average of 3.7 hours; 85% of changes implemented on time and within budget, in a more controlled manner, with substantially less “illegal” or “non-compliant” changes being carried out. These are the results of Quint’s IT Performance Management (ITPM) methodology.

After many years of helping IT organizations to improve the maturity of their IT processes, Quint has (since 2003) turned its attention to also helping IT organizations to prove their added value to their customers through measuring and improving performance. The result of ITPM is improved performance regarding the resolution of incidents, the time to market and quality of changes, an improvement in the ability to plan the quality and quantity of services in the future. In the process of improving the performance of the IT organization, it is vital for the organization to develop basic continual improvement skills and structures. These skills and structures serve to help the organization to embed the performance improvement and to sustain the gains achieved.

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