An Analysis of IT4IT KPIs

The Open Group’s IT4IT™ standard defines a value‑chain‑based operating model for managing the business of IT — and within it, a wide range of Key Performance Indicators (KPIs) intended to improve visibility, accountability, and decision‑making across IT organizations.

But while KPIs are essential for understanding performance, poorly chosen metrics can mislead teams, distort behavior, or fail to reflect real outcomes.

This eBook offers a clear-sighted, practical analysis of every KPI proposed in the IT4IT standard, across all four value streams: Strategy to Portfolio (S2P), Requirement to Deploy (R2D), Request to Fulfill (R2F), and Detect to Correct (D2C) .

You’ll learn which KPIs provide actionable insight, where definitions need refinement, and how to adapt KPIs effectively to your organization’s context.

What you’ll get inside:

• A comprehensive evaluation of every KPI in the IT4IT framework

• Practical commentary that highlights ambiguity, potential misuse, and improvement opportunities

• Clear examples of where KPIs work well – and where they need adaptation

• Guidance for interpreting KPIs across all four IT4IT value streams

• A foundation for improving IT accountability, service quality, and operational performance

Gain a clearer, more practical understanding of how to apply IT4IT KPIs to drive meaningful operational insight.