This document defines the key performance indicators (KPIs), metrics, and reporting framework for evaluating the effectiveness of the ICT Governance Framework.
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Governance Maturity Level | Assessment of governance process maturity | Level 4 (Managed) | Governance maturity assessment | Annual |
Policy Compliance Rate | Percentage of technology assets compliant with governance policies | >95% | Automated compliance scans | Monthly |
Policy Exception Rate | Percentage of assets with approved policy exceptions | <5% | Exception tracking system | Quarterly |
Governance Awareness | Staff awareness of governance policies and procedures | >90% | Awareness survey | Annual |
Governance Process Efficiency | Time to complete governance processes (e.g., architecture reviews) | Improving trend | Process time tracking | Quarterly |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Risk Identification Rate | Number of technology risks identified proactively vs. reactively | >80% proactive | Risk register analysis | Quarterly |
Risk Remediation Rate | Percentage of identified risks remediated within SLA | >90% | Risk register analysis | Monthly |
High-Risk Exceptions | Number of exceptions granted for high-risk items | <5 per quarter | Exception tracking system | Quarterly |
Security Control Effectiveness | Effectiveness of security controls in preventing incidents | >95% effective | Security testing and incident analysis | Quarterly |
Compliance Rating | Rating from compliance assessments | Fully Compliant | Compliance assessments | Annual |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Architecture Compliance | Percentage of systems compliant with architecture standards | >90% | Architecture compliance assessment | Quarterly |
Technology Standardization | Percentage of technologies used that are on the approved list | >95% | Technology inventory analysis | Quarterly |
Incident Rate | Number of incidents related to governance failures | Decreasing trend | Incident management system | Monthly |
Mean Time to Resolve (MTTR) | Average time to resolve governance-related incidents | <24 hours | Incident management system | Monthly |
Change Success Rate | Percentage of changes implemented successfully | >99% | Change management system | Monthly |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Business Satisfaction | Business stakeholder satisfaction with IT governance | >80% satisfied | Stakeholder survey | Quarterly |
IT-Business Alignment | Degree of alignment between IT initiatives and business objectives | >90% aligned | Alignment assessment | Annual |
Technology Investment ROI | Return on investment for major technology initiatives | Positive ROI | Financial analysis | Annual |
Cost Optimization | Cost savings from standardization and governance | >5% annual reduction | Financial analysis | Annual |
Time-to-Market | Impact of governance on time-to-market for new initiatives | No negative impact | Project analysis | Quarterly |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
ICT Carbon Footprint Reduction | Reduction in total ICT carbon emissions | 30% by 2027 | Carbon tracking tools | Monthly |
Energy Efficiency Improvement | Energy consumption per unit of work | 20% annual improvement | Energy monitoring systems | Monthly |
Renewable Energy Usage | Percentage of renewable energy in operations | >70% by 2026 | Cloud provider reports | Quarterly |
Green Technology Adoption | Percentage of sustainable technology choices | >80% | Technology assessment | Quarterly |
Carbon Impact Assessment Compliance | Technology investments with carbon assessment | 100% for >$50K | Investment tracking | Monthly |
E-Waste Recycling Rate | Percentage of ICT equipment properly recycled | >95% | Waste management tracking | Quarterly |
Sustainability Policy Compliance | Compliance with sustainable technology policies | >95% | Policy compliance scans | Monthly |
Carbon Reduction ROI | Cost-effectiveness of carbon reduction initiatives | <$100/tonne CO2e | Financial analysis | Quarterly |
Sustainability Stakeholder Satisfaction | Satisfaction with sustainability initiatives | >85% | Stakeholder survey | Quarterly |
Sustainability Governance Maturity | Maturity of sustainability governance processes | Level 4 (Optimized) | Maturity assessment | Annual |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Industry Standards Alignment | Overall alignment with industry standards (COBIT, ITIL, ISO/IEC 38500, etc.) | >90% alignment | Annual benchmarking assessment | Annual |
Governance Maturity Benchmark | Governance maturity level compared to industry peers | Top quartile | Industry benchmarking programs | Annual |
Performance Improvement vs. Benchmarks | Performance improvement against industry benchmarks | >20% improvement | Comparative analysis | Annual |
Best Practice Adoption Rate | Percentage of identified best practices implemented | >80% adoption | Best practice tracking | Annual |
Benchmarking Process Effectiveness | Stakeholder satisfaction with benchmarking process | >85% satisfaction | Benchmarking survey | Annual |
Peer Organization Comparison | Performance ranking against peer organizations | Top 25% | Peer benchmarking | Annual |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Process Automation Rate | Percentage of governance processes with automation | >70% | Automation tracking system | Quarterly |
Manual Task Reduction | Reduction in manual governance tasks | 50% reduction annually | Task analysis system | Quarterly |
Automated Compliance Scanning | Coverage of automated compliance monitoring | >95% | Compliance automation tools | Monthly |
Self-Service Adoption Rate | Adoption of self-service governance capabilities | >80% | Self-service analytics | Monthly |
Workflow Automation Efficiency | Efficiency gains from automated workflows | 40% improvement annually | Workflow analytics | Quarterly |
Infrastructure as Code Coverage | Percentage of infrastructure managed through IaC | >90% | IaC tracking tools | Monthly |
Automated Deployment Success Rate | Success rate of automated deployments | >98% | Deployment automation tools | Weekly |
Policy as Code Implementation | Governance policies implemented as code | >80% | Policy automation tools | Quarterly |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Overall Stakeholder Satisfaction | Comprehensive satisfaction with governance services | >85% | Quarterly stakeholder survey | Quarterly |
Business Unit Satisfaction | Business unit satisfaction with IT governance | >80% | Business stakeholder survey | Quarterly |
IT Team Satisfaction | IT team satisfaction with governance processes | >85% | IT stakeholder survey | Quarterly |
Communication Effectiveness | Effectiveness of governance communications | >80% | Communication survey | Quarterly |
Governance Awareness Score | Staff awareness of governance policies and procedures | >90% | Awareness survey | Semi-annual |
Feedback Response Rate | Rate of response to stakeholder feedback | >95% | Feedback tracking system | Monthly |
Service Quality Rating | Quality rating of governance services | >4.0/5.0 | Service quality survey | Quarterly |
KPI | Description | Target | Measurement Method | Frequency |
---|---|---|---|---|
Overall Governance Maturity | CMMI maturity level for governance processes | Level 4 (Quantitatively Managed) | CMMI assessment | Annual |
Domain-Specific Maturity | Maturity level by governance domain | Level 3+ for all domains | Domain maturity assessment | Semi-annual |
Continuous Improvement Rate | Number of process improvements implemented | >12 per year | Improvement tracking system | Monthly |
Best Practice Adoption | Adoption of industry best practices | >90% | Best practice assessment | Annual |
Process Standardization Rate | Percentage of processes with defined standards | >95% | Process documentation review | Quarterly |
The Executive Dashboard provides a high-level view of governance effectiveness for the ICT Governance Council and executive leadership.
Components:
Target Audience: ICT Governance Council, Executive Leadership
Update Frequency: Monthly
The Operational Dashboard provides detailed metrics for day-to-day governance operations and compliance tracking.
Components:
Target Audience: Domain Owners, Technology Stewards
Update Frequency: Weekly
The Compliance Dashboard focuses on regulatory compliance and policy adherence across the technology estate.
Components:
Target Audience: Compliance Team, Security Team, Auditors
Update Frequency: Weekly
The Risk Dashboard provides visibility into technology risks and their management.
Components:
Target Audience: Risk Management, Security Team, Domain Owners
Update Frequency: Weekly
Report | Description | Audience | Frequency |
---|---|---|---|
Governance Status Report | Comprehensive overview of governance status, issues, and improvements | ICT Governance Council | Quarterly |
Compliance Report | Detailed compliance status against policies and regulations | Domain Owners, Compliance Team | Monthly |
Risk Management Report | Status of technology risks and mitigation activities | Risk Management, Domain Owners | Monthly |
Governance Process Performance | Analysis of governance process efficiency and effectiveness | ICT Governance Council, Process Owners | Quarterly |
Policy Exception Report | Summary of policy exceptions granted and their status | ICT Governance Council, Domain Owners | Monthly |
Report | Description | Trigger |
---|---|---|
Incident Analysis Report | Analysis of significant incidents related to governance failures | Major incidents |
Audit Response Report | Response to audit findings related to governance | Audit findings |
Special Investigation Report | Investigation of specific governance issues | As required |
Technology Assessment Report | Assessment of governance implications for new technologies | New technology evaluation |
Benchmark Comparison | Comparison of governance metrics against industry benchmarks | Annual or as required |
Purpose: Monitor operational governance metrics, automation progress, and immediate issues
Schedule: First Tuesday of each month, 2 hours
Participants:
Agenda:
Deliverables:
Purpose: Evaluate governance effectiveness, stakeholder satisfaction, and strategic alignment
Schedule: Second Tuesday of each quarter, half-day session (4 hours)
Participants:
Agenda:
Deliverables:
Purpose: Comprehensive assessment of governance framework effectiveness and strategic planning
Schedule: First quarter of each year, full-day session (8 hours)
Participants:
Agenda:
Deliverables:
Purpose: Dedicated focus on stakeholder experience and satisfaction improvement
Schedule: Third Tuesday of each quarter, 2 hours
Participants:
Agenda:
Next year benchmarking planning and preparation
Deliverables:
The ICT Governance Maturity Model provides a framework for assessing and improving governance maturity:
Level | Description | Characteristics |
---|---|---|
1 - Initial | Ad-hoc and reactive governance | Undefined processes, inconsistent application |
2 - Repeatable | Basic governance processes established | Processes documented but not fully integrated |
3 - Defined | Standardized governance processes | Processes standardized and communicated |
4 - Managed | Governance processes measured and controlled | Quantitative measurement and analysis |
5 - Optimizing | Continuous improvement of governance | Proactive improvement and innovation |
The organization aims to achieve and maintain Level 4 (Managed) maturity for all governance domains, with specific areas progressing to Level 5 (Optimizing).
This metrics and reporting framework provides a comprehensive approach to measuring, reporting, and improving ICT governance effectiveness. Regular review and refinement of metrics will ensure they remain aligned with organizational objectives and industry best practices.