ICT-Governance-Framework-Application

ICT Governance Framework Effectiveness Assessment Tool

Document Information

Purpose

This tool implements Task 5: Evaluate Framework Effectiveness from the CBA Consult IT Management Framework smart tasks. It provides a comprehensive methodology for measuring the impact of the governance framework on business outcomes and identifying areas for improvement.

Assessment Framework Overview

The effectiveness assessment is based on a multi-dimensional evaluation model that measures:

  1. Strategic Alignment - How well IT initiatives align with business objectives
  2. Operational Excellence - Efficiency and effectiveness of IT operations
  3. Risk Management - Effectiveness of risk identification and mitigation
  4. Value Delivery - Business value generated from IT investments
  5. Compliance & Governance - Adherence to policies and regulatory requirements
  6. Innovation Enablement - Framework’s ability to support innovation
  7. Stakeholder Satisfaction - User and stakeholder satisfaction levels

Assessment Methodology

Phase 1: Data Collection (Weeks 1-2)

Quantitative Metrics Collection

Qualitative Data Gathering

Phase 2: Analysis and Scoring (Weeks 3-4)

Scoring Methodology

Each dimension is scored on a scale of 1-5:

Weighted Scoring Model

| Dimension | Weight | Rationale | |———–|——–|———–| | Strategic Alignment | 20% | Critical for business value | | Operational Excellence | 18% | Core IT service delivery | | Risk Management | 16% | Essential for business continuity | | Value Delivery | 15% | Demonstrates IT contribution | | Compliance & Governance | 12% | Regulatory and policy adherence | | Innovation Enablement | 10% | Future competitiveness | | Stakeholder Satisfaction | 9% | User experience and adoption |

Phase 3: Reporting and Recommendations (Week 5)

Assessment Report Structure

  1. Executive Summary: Key findings and overall effectiveness score
  2. Detailed Analysis: Dimension-by-dimension assessment
  3. Benchmarking: Comparison with industry standards
  4. Gap Analysis: Identification of improvement opportunities
  5. Recommendations: Prioritized improvement initiatives
  6. Implementation Roadmap: Timeline and resource requirements

Assessment Dimensions and Metrics

1. Strategic Alignment (Weight: 20%)

Key Performance Indicators

Assessment Criteria

| Metric | Excellent (5) | Good (4) | Average (3) | Below Average (2) | Poor (1) | |——–|—————|———-|————-|——————-|———-| | IT-Business Alignment | >95% | 85-95% | 70-84% | 55-69% | <55% | | Strategic Project Success | >90% | 80-90% | 65-79% | 50-64% | <50% | | Business Satisfaction | >4.5/5 | 4.0-4.5 | 3.5-3.9 | 3.0-3.4 | <3.0 | | Technology ROI | >25% | 20-25% | 15-19% | 10-14% | <10% |

Data Sources

2. Operational Excellence (Weight: 18%)

Key Performance Indicators

Assessment Criteria

| Metric | Excellent (5) | Good (4) | Average (3) | Below Average (2) | Poor (1) | |——–|—————|———-|————-|——————-|———-| | System Availability | >99.9% | 99.5-99.9% | 99.0-99.4% | 98.0-98.9% | <98.0% | | Incident Resolution | <2 hours | 2-4 hours | 4-8 hours | 8-24 hours | >24 hours | | Change Success Rate | >95% | 90-95% | 80-89% | 70-79% | <70% | | SLA Achievement | >98% | 95-98% | 90-94% | 85-89% | <85% |

Data Sources

3. Risk Management (Weight: 16%)

Key Performance Indicators

Assessment Criteria

| Metric | Excellent (5) | Good (4) | Average (3) | Below Average (2) | Poor (1) | |——–|—————|———-|————-|——————-|———-| | Risk Assessment Coverage | >95% | 85-95% | 70-84% | 55-69% | <55% | | Security Incidents | 0-1/month | 2-3/month | 4-6/month | 7-10/month | >10/month | | Audit Findings Resolution | >95% | 85-95% | 70-84% | 55-69% | <55% | | DR Plan Coverage | >90% | 80-90% | 65-79% | 50-64% | <50% |

Data Sources

4. Value Delivery (Weight: 15%)

Key Performance Indicators

Assessment Criteria

| Metric | Excellent (5) | Good (4) | Average (3) | Below Average (2) | Poor (1) | |——–|—————|———-|————-|——————-|———-| | IT Cost Efficiency | <3% revenue | 3-4% | 4-5% | 5-6% | >6% | | Cost Optimization | >15% reduction | 10-15% | 5-9% | 1-4% | <1% | | Productivity Improvement | >20% | 15-20% | 10-14% | 5-9% | <5% | | Innovation Success | >80% | 70-80% | 60-69% | 50-59% | <50% |

Data Sources

5. Compliance & Governance (Weight: 12%)

Key Performance Indicators

Assessment Criteria

| Metric | Excellent (5) | Good (4) | Average (3) | Below Average (2) | Poor (1) | |——–|—————|———-|————-|——————-|———-| | Policy Compliance | >95% | 90-95% | 80-89% | 70-79% | <70% | | Regulatory Compliance | 100% | 98-99% | 95-97% | 90-94% | <90% | | Process Maturity | Level 5 | Level 4 | Level 3 | Level 2 | Level 1 | | Documentation Currency | >95% | 85-95% | 70-84% | 55-69% | <55% |

Data Sources

6. Innovation Enablement (Weight: 10%)

Key Performance Indicators

Assessment Criteria

| Metric | Excellent (5) | Good (4) | Average (3) | Below Average (2) | Poor (1) | |——–|—————|———-|————-|——————-|———-| | Technology Modernization | >80% | 70-80% | 60-69% | 50-59% | <50% | | Innovation Investment | >15% budget | 12-15% | 8-11% | 5-7% | <5% | | Time to Market | <30 days | 30-60 days | 60-90 days | 90-120 days | >120 days | | Technology Adoption | <6 months | 6-12 months | 12-18 months | 18-24 months | >24 months |

Data Sources

7. Stakeholder Satisfaction (Weight: 9%)

Key Performance Indicators

Assessment Criteria

| Metric | Excellent (5) | Good (4) | Average (3) | Below Average (2) | Poor (1) | |——–|—————|———-|————-|——————-|———-| | User Satisfaction | >4.5/5 | 4.0-4.5 | 3.5-3.9 | 3.0-3.4 | <3.0 | | Executive Satisfaction | >4.5/5 | 4.0-4.5 | 3.5-3.9 | 3.0-3.4 | <3.0 | | IT Staff Satisfaction | >4.0/5 | 3.5-4.0 | 3.0-3.4 | 2.5-2.9 | <2.5 | | Service Desk Satisfaction | >4.0/5 | 3.5-4.0 | 3.0-3.4 | 2.5-2.9 | <2.5 |

Data Sources

Assessment Tools and Templates

1. Stakeholder Survey Template

Executive Leadership Survey

Instructions: Please rate each statement on a scale of 1-5 (1=Strongly Disagree, 5=Strongly Agree)

  1. IT initiatives are well-aligned with our business strategy
  2. IT governance processes support business decision-making
  3. IT investments deliver measurable business value
  4. IT risks are effectively identified and managed
  5. IT services meet our operational requirements
  6. The IT organization is responsive to business needs
  7. IT governance enables rather than hinders innovation
  8. Overall, I am satisfied with IT governance effectiveness

Business User Survey

Instructions: Please rate each statement on a scale of 1-5 (1=Strongly Disagree, 5=Strongly Agree)

  1. IT systems are reliable and available when needed
  2. IT support is responsive and helpful
  3. New IT capabilities are delivered in a timely manner
  4. IT systems help me be more productive in my work
  5. IT security measures are appropriate and not overly burdensome
  6. I receive adequate training on new IT systems
  7. IT governance policies are clear and reasonable
  8. Overall, I am satisfied with IT services

IT Staff Survey

Instructions: Please rate each statement on a scale of 1-5 (1=Strongly Disagree, 5=Strongly Agree)

  1. Governance processes are clearly defined and documented
  2. Governance processes help rather than hinder my work
  3. I have the tools and resources needed to follow governance processes
  4. Governance requirements are reasonable and achievable
  5. There is adequate training on governance processes
  6. Governance processes support quality service delivery
  7. Management supports governance process compliance
  8. Overall, governance processes are effective

2. Data Collection Templates

Quantitative Metrics Collection Template

Assessment Period: [Start Date] to [End Date]
Data Collection Date: [Date]
Collected By: [Name and Role]

Strategic Alignment Metrics:
- IT-Business Alignment Score: ____%
- Strategic Project Success Rate: ____%
- Business Stakeholder Satisfaction: ____/5
- Technology Investment ROI: ____%

Operational Excellence Metrics:
- System Availability: ____%
- Average Incident Resolution Time: ____ hours
- Change Success Rate: ____%
- SLA Achievement Rate: ____%

[Continue for all dimensions...]

Data Sources Used:
- [ ] Project management systems
- [ ] Monitoring tools
- [ ] Financial systems
- [ ] Survey results
- [ ] Audit reports
- [ ] Other: ____________

Data Quality Assessment:
- Completeness: ____%
- Accuracy: ____%
- Timeliness: ____%
- Reliability: ____%

Notes and Comments:
[Free text area for additional observations]

3. Assessment Report Template

Executive Summary Template

ICT Governance Framework Effectiveness Assessment
Executive Summary

Assessment Period: [Date Range]
Overall Effectiveness Score: ____/5.0

Key Findings:
• [Top 3-5 key findings]

Strengths:
• [Top 3 strengths identified]

Areas for Improvement:
• [Top 3 improvement areas]

Recommendations:
• [Top 3 priority recommendations]

Next Steps:
• [Immediate actions required]

Implementation Guidelines

Assessment Frequency

Roles and Responsibilities

Assessment Team

Stakeholder Involvement

Success Factors

  1. Executive Support: Strong leadership commitment to assessment process
  2. Data Quality: Accurate and timely data collection
  3. Stakeholder Engagement: Active participation from all stakeholder groups
  4. Action Orientation: Commitment to act on assessment findings
  5. Continuous Improvement: Regular refinement of assessment methodology

Benchmarking and Industry Comparison

Industry Benchmarks

Maturity Level Mapping

Continuous Improvement Process

Assessment Results Analysis

  1. Trend Analysis: Compare results over time to identify improvement trends
  2. Root Cause Analysis: Investigate underlying causes of performance gaps
  3. Best Practice Identification: Identify and document successful practices
  4. Benchmarking: Compare performance against industry standards

Improvement Planning

  1. Priority Setting: Rank improvement opportunities by impact and effort
  2. Initiative Definition: Define specific improvement initiatives
  3. Resource Allocation: Assign resources and budgets to initiatives
  4. Timeline Development: Create realistic implementation timelines

Implementation Monitoring

  1. Progress Tracking: Monitor implementation progress against plans
  2. Milestone Reviews: Conduct regular milestone review meetings
  3. Issue Resolution: Address implementation challenges promptly
  4. Success Measurement: Measure and report on improvement results

Revision History

Version Date Author Changes
1.0.0 2025-08-07 ICT Governance Team Initial tool creation

This effectiveness assessment tool is part of the CBA Consult IT Management Framework and implements Task 5 of the smart tasks framework. It should be customized to meet specific organizational requirements and measurement needs.

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