Discover Performance Blog

Welcome to the Discover Performance blog, a resource for enterprise IT leaders who share a passion for performing better. Here you’ll find strategic insights and best practices from your peers as well as from HP’s own practitioners who help others define, measure and achieve better IT performances.

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Real-world case studies reveal the secret to better IT management

Control.jpgWhen I teach management to graduate and undergraduate students at the University of Phoenix, I tell them during our first class that managers do four things: They plan, they organize, they lead and they control. When we cover controlling, I explain that this function includes the efforts managers make to course-correct their organizing and leading so they deliver against their plan.  IT leaders must do the same job. Clearly, the better and faster their managerial analysis, the better they control and deliver to their business customers.

How do you benchmark your service desk performance?

IMG_1614-Edit_SML.jpgRecently, we asked several HP customers to share with us the values they thought should be benchmark comparisons for several typical service desk metrics. We also asked them to confidentially share their performance by selecting a range bucket that most applies to them. A lot of interesting data came out of these interactions, but for this post I’ll focus on what we learned about one really important service desk metric: first call resolution.

COBIT 5 Service Request & Incident to Increase Productivity & Minimize Service Disruptions

IMG_1614-Edit_SML.jpgIf you’ve been following my series of posts on COBIT 5, you know that I think this new release of the COBIT standard is going to help IT organizations achieve greater financial transparency, customer satisfaction, operational excellence, and future orientation. COBIT 5 also will make a difference in how IT organizations run their processes. Today, I will discuss the combined processes of service request and incident. COBIT 5 defines this process as providing timely and effective response to user request and resolution of all types of incidents. In terms of purposes, it aims to achieve increased productivity and minimize disruptions through quick resolution of user queries and incidents. Pretty amazing! 

Using balanced scorecard prove your data management and compliance strategy is working

Better Myles.jpgI’ve written several blogs now on the remarks of a major CIO about measuring IT performance. This CIO told me in order for him to achieve the business transformation and ROI that he wants from an IT toolset, it’s necessary to have a performance management system alongside that measures whether the desired business transformation is delivered. In my last post, I talked about the importance of being able to measure the benefits for automation management software. This week, I turn to a final domain, data management.

The Top 10 Reasons to pursue an IT Performance Management Strategy

My picture2.jpgLast week, I attended two roundtable events put on by Information Week and Hewlett Packard. During the lead-in for the event, the moderator asked the attendees about the importance of performance management and the current state of IT management and measurement at their companies.

Tags: IT strategy

2 lessons from business school that can transform your IT organization

charlesbetz.jpgBy Charlie Betz


Charlie Betz is research director for IT portfolio management at Enterprise Management Associates (EMA) and author of the white paper, “Business Intelligence for the Business of IT.”


One thing I’ve seen over and over again throughout my career is that IT is undermanaged. When you compare it to disciplines such as retail merchandising and supply chain, IT’s management capabilities are immature and underdeveloped. It’s the deepest irony that IT, which enables the business, is managed by spreadsheets even within the largest organizations.


Why is this? IT leaders typically rise through the ranks. They typically don’t have MBAs. In order to be competent with computers, you don’t have much time left over for business school. Now, I don’t think that MBAs are the answer to all IT’s problems – far from it! But people who get a degree in operations management or industrial engineering, for instance, learn important principles in school. They learn about Six Sigma, Lean, and Total Quality Management (TQM). They learn about measurement and statistics. And I think these kinds of skills are noticeably missing in IT management.


If IT leaders could apply these management techniques to IT, they could transform their organizations. Here are two examples of how IT leaders could apply industrial thinking to better manage the business of IT.

3 ways that context-aware IT can increase your organization’s agility and security

mark_potts.jpgBy Mark Potts, CTO of management software at HP


Today’s IT departments are becoming less centralized and more like service brokers; they’re working with lines of business that are going out to third-party providers, whether for infrastructure or SaaS. One result of this change is increasing complexity in a hybrid world. Now when issues arise, simply pinpointing the nature of the problem can be the critical factor in increasing your agility and resolving issues before they negatively impact the business.


What capability can help you do that? We’re calling it context-aware IT. In a recent article, “4 IT trends that will help you remain competitive in 2012,” my fellow CTO Russ Daniels (CTO of HP Enterprise Services) calls out context-aware IT as a trend to watch in 2012. I want to expand on that idea a bit to talk about how essential context awareness is and offer three ways that context-aware IT can benefit your organization. If you’re looking to improve any aspect of your IT performance, context-awareness is a must.

Service-Based Finance: A key foundation to achieving real business transparency

IT doesn't matter.jpgAccording to leading analyst firms, Information Technology has been responsible for more than 50% of the productivity gain experienced by businesses over the last ten years. However, most IT organizations do a poor job of sharing and demonstrating the value they create. Most IT professionals in fact speak in a language of bits, bytes and things. This problem led Nicholas G. Carr to suggest that “IT Doesn't Matter” in his controversial  Harvard Business Review article that resulted in his book, Does IT Matter?

Taking small steps today on the IT performance management journey

Recently, I shared with you seven key performance indicators that are important for any IT department to track, measure, and analyze if they want to truly perform better and show their value to the business.  However, as I continue talking with customers , I find there are two common confusions about performance management.

Helping IT run like a business with metrics that matter

shane pearson.jpgBy Shane Pearson, Vice President, Product Marketing, HP Software

In his current role, Pearson is responsible for managing the Operations Management product portfolio.



There’s no question that IT and business are interdependent.  IT often is the driving force behind company success.   It’s just that it’s not always easy to explain or show the value that IT brings, especially to business partners. Why?  Based on studies by HP and independent analysts, as much as 70 percent of the IT budget and 50 percent of the IT people resources are part of an organization managed by a VP of  Operations or similar title.   With the HP IT Performance Suite, VP of Operations Edition our goal is to provide the VP of Operations the tools to define, measure and show value based on key performance indicators.

Kicking off Discover Performance

muller-paul.jpgWelcome to the first post of the Discover Performance blog – what I hope will become one of your “go to” places for enterprise IT executives who share a passion for performing better.


With your participation, we’re aiming for the Discover Performance blog to provide you with a platform to share insights and information with your peers and as well as to gain strategic insight and best practices from HP’s own practitioners who help others define, measure and achieve better IT performances.

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About the Author(s)
  • Lending 20 years of IT market expertise across 5 continents, for defining moments as an innovation adoption change agent.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • I'm the community manager for Discover Performance and have been a writer/editor in the technology field for several years.
  • Mike has been with HP for 30 years. Half of that time was in R&D, mainly as an architect. The other 15 years has been spent in product management, product marketing, and now, solution marketing. .
  • Maurice was appointed VP of Customer Experience for HP Software in 2014 after a career in hardware, software and services at DEC, Compaq and HP. He reports to the GM of HP Software, Robert Youngjohns
  • Paul Muller leads the global IT management evangelist team within the Software business at HP. In this role, Muller heads the team responsible for fostering HP’s participation in the IT management community, contributing to and communicating best-practice in helping IT perform better.
  • Rafael Brugnini (Rafa) serves as VP of EMEA for HP Software. Joining in 1996 and has more than 20 years of knowledge and experience linked to HP. He resides in Madrid with his wife and family, and in his spare time he enjoys windsurfing.
  • Evangelist for IT Financial Management (ITFM), IT Governance and IT Portfolio Management, consulting IT organisations for Close to 15 years on principles of good governance.
  • Chief of Staff for Software & Information Management IT at HP, driving business and IT initiatives, as well as executive, employee, and customer communications and management of change for the CIO of HP Software.
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