Interdependency indicator -
Cobit5 Process Description EXAMPLE OF IMPLEMENTATION
Monitor, Evaluate and Assess Performance and Conformance
Cobit5 Goal ID:
E-06
Cobit5 Process ID:
MEA01
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Customer
Sample Metrics:
• Number of customer service disruptions due to IT service-related incidents (reliability)
• Percent of business stakeholders satisfied that customer service delivery meets agreed-on levels
• Number of customer complaints
• Trend of customer satisfaction survey results
Review the performance reports with a focus on targets regarding social performance of IT related investments and services. Count the percentage of cases were the targets are fulfilled to the total amount of cases.
Ensure Benefits Delivery
Cobit5 Goal ID:
E-01
Cobit5 Process ID:
EDM02
Domain:
Enterprise Goal
Balanced Scorecard (BSC):
Financial
Sample Metrics:
• Percent of investments where value delivered meets stakeholder expectations
• Percent of products and services where expected benefits are realised
• Percent of investments where claimed benefits are met or exceeded
Review the business cases of various IT-related investment programmes focusing on social related stakeholder expectations. Summarise the expected related outcomes.

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