Best Practice Report

Leadership: Build Your Performance Management Across The Whole Operating Model

Evolve From Inside-Out To Outcome-Focused Performance Management

November 24th, 2021
With contributors:
Matthew Guarini , Emily Stutzman , Michael Kearney , Marissa Fritz


In a dynamic environment, traditional performance management hinders consistent results. For tech execs, focusing purely on financial or timebound key performance indicators (KPIs) prevents visibility into the tactics behind the metrics that tell volumes about a team’s ability to steadily deliver value. Rather than rely on surface-level metrics, tech execs should use a framework like Forrester’s High-Performing IT Operating Model to identify, monitor, and execute on value-driven measures and metrics that deliver customer outcomes.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.