Over time, differences emerge in the effectiveness of IT systems across organisations. The best are able to use IT to create competitive advantage. They frequently share the same characteristics, namely:
- Low rates of systems unavailability (less than 0.1% unplanned downtime)
- High process coverage (i.e. fewer manual processes)
- Lower costs to deliver the same IT functionality
- Faster times to market for new IT-based services and solutions
This position will typically be enjoyed by the top 10% or fewer of organisations.