Question 1

How do you measure IT success in a business?

Accepted Answer

It depends on where you sit. VXIT's Anatomy of an IT Department framework measures IT success through three roles. The Business Owner asks whether IT is working, what it costs as a percent of revenue, and where it is headed. The Business Operator looks at R.H.U.M., the reactive hours of support needed per user per month. The Manager or Administrator measures team happiness through repeat tickets per person, the shadow stack of workarounds, and how fast new hires become productive.

Question 2

What are the three roles in the Anatomy of an IT Department?

Accepted Answer

The Business Owner, who reads IT the way they read a P&L; the Business Operator, who cares about how rarely the business needs IT; and the Manager or Administrator, who feels whether the team is happy with its tools day to day. Each role measures IT success differently, and a healthy IT department satisfies all three.

BusinessOwner

BusinessOperator

Manager orAdministrator

Business
Owner

Business
Operator

Manager or
Administrator