Report Summary:

Insurer CIOs are using more sophisticated metrics to manage technology groups and their relationships with their business peers.

Cost metrics are the most widely used, but an over-focus on them risks pigeon-holing IT as a cost center rather than a strategic partner. Performance metrics are important for managing IT, but of limited use in communicating value to business peers. Value metrics are often difficult to collect data for, but are the most important tool in ensuring business/IT partnership.

Insurer CIOs must devote resources to tracking user satisfaction, realized ROI, and business impact of newly created technology capabilities if they are to be (and be regarded as) effective partners.

CONTENTS

Introduction…2
Classes of Metrics…3
Cost Metrics…5
Performance Metrics…6
Value Metrics…7
Conclusions…11