Page 123 - Performance Leadership

112 • Part II Operational and Analytical Dimensions

F igur e 7.6
Business Interface between IT Development and IT Operations

IT Development IT Operations
Business domain metrics: Business domain metrics:
• Developer productivity in FPs • SLA requirements met
• % Rework after testing • Number of incidents
• % Project activities on time • Duration “open tickets” helpdesk
and on requirement • Size and flex surplus capacity

• Handover
time per FP
• Risk factor acceptance
• Number of DTAP-related
incidents
Business Interface

checkpoints both IT development and IT operations should jointly
estimate the risks to production. The moment this risk estimate
increases, a correction process can start (instead of waiting for accept-
ance testing). Lastly, there might be a need for a feedback loop, track-
ing how many incidents are happening over the first weeks or months
of taking an application into production, related to the handover pro-
cedure. This metric will show negative results if the handover process
was rushed through. In all three cases IT development and IT opera-
tions share the responsibility for hitting the targets on these business
interface metrics.

The Basis for Business Interfaces

Is in the Domains
Business interface metrics describe the handover process between two
business domains. However, the seeds of the performance of the busi-
ness interface are sown long before it is time to hand over work.

• The quality of a knowledgeable follow-up in the call center is
based on the scripts that are created by campaign management
with the involvement of expert call center agents as part of the