Sinis: A method to select indicators for IT services

Abstract

Measurement initiatives support organizations in the control, management and improvement of their processes, products and services. IT services literature suggests proper identification of critical business processes and definition of relevant indicators to support decision-making. However, there is no clear direction about what should be the critical business processes and indicators. Moreover, most organizations consider indicators selection a difficult task. In this paper, we present SINIS, a method that supports the selection of indicators for IT services measurement. The research question that guided this work is: “How to support selection of IT services indicators at different levels and aligned with organizational goals?” We have conducted a case study in industry and the results showed that SINIS can be used to support IT service measurement. However, evidence suggests that it is still hard for organizations to define strategies and indicators to monitor and improve critical processes.