Which of the following is the MOST effective measure to assist in the evaluation of IT value delivery?
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A. B. C. D.A.
The evaluation of IT value delivery is crucial to ensure that IT investments are aligned with business objectives and provide value to the organization. Among the given options, the MOST effective measure to assist in the evaluation of IT value delivery is A. Actual benefits derived from the achievement of business objectives.
Here's a detailed explanation for each option:
A. Actual benefits derived from the achievement of business objectives: This measure assesses the actual value that IT investments deliver to the organization by comparing the achieved benefits with the expected benefits. It measures the impact of IT on the achievement of business objectives, such as revenue growth, cost reduction, risk management, customer satisfaction, and innovation. This measure is considered the most effective because it directly links IT investments to business outcomes and provides a comprehensive view of IT value delivery.
B. Increase in user productivity: While user productivity is a critical factor for evaluating IT value, it is not the most effective measure. Increase in user productivity measures the efficiency of IT in enabling users to perform their tasks faster and with fewer errors. However, it does not capture the impact of IT on business outcomes, such as revenue or customer satisfaction. Moreover, user productivity can be influenced by factors other than IT, such as training, process improvement, or organizational culture.
C. Trends in service capacity and availability metrics: This measure focuses on the technical aspects of IT service delivery, such as server uptime, response time, and throughput. While service capacity and availability metrics are important for ensuring IT service quality, they do not measure the value that IT provides to the organization. Moreover, they may not reflect the actual performance of IT in enabling business processes or achieving business objectives.
D. Increase in customer satisfaction survey results: Customer satisfaction is a critical factor for evaluating IT value, but it is not the most effective measure. Increase in customer satisfaction measures how well IT services meet the needs and expectations of customers. However, it does not measure the impact of IT on business outcomes, such as revenue, cost, or risk. Moreover, customer satisfaction can be influenced by factors other than IT, such as product quality, marketing, or sales.
In summary, while all the given options are important factors for evaluating IT value, the most effective measure is A. Actual benefits derived from the achievement of business objectives. This measure directly links IT investments to business outcomes and provides a comprehensive view of IT value delivery.