How can you measure the success of a global delivery framework?

1 Business alignment

One of the main goals of a global delivery framework is to align IT services with the business needs and objectives of the organization. This means that the IT solutions should support the core processes, functions, and strategies of the business, as well as the expectations and requirements of the customers and stakeholders. To measure the business alignment of your global delivery framework, you can use metrics such as customer satisfaction, business value, and return on investment (ROI). These metrics can help you evaluate how well your IT services meet the demands and expectations of the business and the market, and how much value they generate for the organization.

2 Service quality

Another important aspect of a global delivery framework is the quality of the IT services delivered to the end-users. This includes the reliability, availability, performance, security, and usability of the IT solutions, as well as the compliance with the agreed service level agreements (SLAs) and quality standards. To measure the service quality of your global delivery framework, you can use metrics such as service availability, service reliability, service performance, service security, and service usability. These metrics can help you monitor and improve the technical aspects of your IT services, and ensure that they meet the quality criteria and expectations of the end-users.

4 Team collaboration

A global delivery framework involves working with teams that are distributed across different locations, time zones, and cultures. This poses some challenges and opportunities for communication, coordination, and collaboration among the team members and stakeholders. To measure the team collaboration of your global delivery framework, you can use metrics such as communication frequency, communication quality, team cohesion, and team satisfaction. These metrics can help you evaluate and enhance the social and cultural aspects of your IT service delivery teams, and ensure that they work together effectively and harmoniously.