Shifting from keeping the lights on to turning on new lights

Shifting from keeping the lights on to turning on new lights | CIO

Eoneren / Getty Images

This article was co-authored by Chris Boyd, a Senior Associate at Metis Strategy.

Today’s CIOs lead innovation efforts aimed at increasing revenue, accessing new markets, and growing product lines. However, according to Foundry’s 2022 State of the CIO Survey, 76% of CIOs say it’s challenging to find the right balance between business innovation and operational excellence. If CIOs can’t master operational excellence – “keeping the lights on” – they lose credibility with their peers and run the risk that the spotty Wi-Fi in the executive conference room will overshadow new innovations.

To strike the right balance, many technology leaders have adopted a Service Quality Index (SQI) to consistently measure and communicate the quality of “keep the lights on” work so their peers can quickly confirm the basics are covered and endorse innovation initiatives without pause.

 A CIO Service Quality Index (SQI) defines the key operational capabilities a CIO is responsible for delivering, the relative weight of the capability through the eyes of the customers, and the corresponding metrics that determine quality. In practice, it works like an equity index such as the S&P 500, summarizing the holistic performance of the CIO’s operational capabilities (e.g., the underlying stocks) with a single number, providing a basis for macro trend analysis (e.g., period-over-period performance), and allowing stakeholders to double-click into specific capabilities (e.g.,

Read more

Explore the site

More from the blog

Latest News