Value of benchmarking

Organizations have a growing need to get a clear view on their own qualities and performances with regard to their competitors and in the eye of their customers. It isn’t sufficient any more to have self-assessment reports on the status of the IT performance; it is important to test and compare it with the view the market has on the performance of the organization. A positive result of this test and comparison can give a competitive edge to the organization in the market and gives trust to its customers. The results of benchmarking and self-assessments lead to identification of gaps in terms of people, process and technology. A benchmark can be the catalyst to initiating prioritization of where to begin formal process improvement. The results of benchmarking must clearly display the gaps, identify the risk s of not closing the gaps, facilitate prioritization of development activities and facilitate communication of this information.

To summarize, a benchmark is the basis for:

• Profiling quality in the market
• Boosting self-confidence and pride in employees as well as motivating and tying employees to an organization. This is relevant with today’s staff shortages in the IT industry – IT personnel want to work in a highly efficient, cutting-edge environment
• Trust from customers that the organization is a good IT service management provider.

Optimizing service quality is key to all IT organizations to maximize performance and customer satisfaction and provide value for money. Organizations will be required to focus on end results and service quality, rather than simply on their business activities and processes.

Дата добавления: 2015-10-02