A Conceptual KPI-Driven Decision and Optimization Framework for IT Service Delivery, Portfolio Performance, and Adoption
DOI:
https://doi.org/10.32628/IJSRSSH242777Keywords:
KPI-driven framework, IT service delivery, portfolio performance, adoption metrics, decision support, operational optimization, predictive analytics, IT governance, continuous improvementAbstract
Effective management of enterprise IT services requires a structured, data-driven approach to monitor performance, optimize operations, and support strategic decision-making. This study presents a conceptual KPI-driven Decision and Optimization Framework designed to enhance IT service delivery, portfolio performance, and user adoption across complex enterprise environments. The framework integrates key performance indicators (KPIs) at multiple organizational levels including service, application, and portfolio domains to provide actionable insights for operational, tactical, and strategic decision-making. By linking performance metrics with decision workflows, the model enables organizations to identify service inefficiencies, prioritize investments, and align IT initiatives with business objectives. The framework is structured around a layered approach that incorporates real-time monitoring, predictive analytics, and decision-support mechanisms. Service-level KPIs track availability, response times, incident resolution, and user satisfaction, supporting continuous operational improvement. Portfolio-level metrics evaluate resource utilization, cost efficiency, risk exposure, and alignment with strategic priorities, facilitating informed investment and optimization decisions. Adoption metrics measure usage trends, engagement levels, and feature utilization, providing visibility into organizational acceptance and the effectiveness of change management initiatives. By embedding KPI-driven insights into structured decision-making processes, the framework enables dynamic optimization of IT operations, balancing performance, risk, and cost considerations. The model also supports scenario analysis, forecasting, and what-if simulations, allowing IT leaders to evaluate potential interventions and resource allocations before implementation. Furthermore, the framework emphasizes continuous feedback loops, integrating lessons learned, incident reviews, and evolving user behavior to refine KPIs and decision criteria over time. This conceptual framework contributes to the literature on IT service management, portfolio optimization, and digital transformation by providing a structured, data-centric methodology for measuring, monitoring, and enhancing IT performance. It offers practical guidance for enterprise architects, IT leaders, and operations managers seeking to maximize service quality, portfolio value, and adoption outcomes in complex and rapidly evolving IT environments.
Downloads
References
Alegbeleye, O., Alegbeleye, I., Oroyinka, M.O., Daramola, O.B., Ajibola, A.T., Alegbeleye, W.O., Adetunji, A.T., Afolabi, W.A., Oyedeji, O., Awe, A. and Badmus, A., 2023. Microbiological quality of ready to eat coleslaw marketed in Ibadan, Oyo-State, Nigeria. International Journal of Food Properties, 26(1), pp.666-682. DOI: https://doi.org/10.1080/10942912.2023.2173775
Anichukwueze, C.C., Osuji, V.C. and Oguntegbe, E.E., 2022. LegalTech-Enabled Internal Audit Automation: Advancing Efficiency, Transparency, and Regulatory Preparedness.
Anichukwueze, C.C., Osuji, V.C. and Oguntegbe, E.E., 2023. Building a Comprehensive AI Governance Risk Index to Support Global Enterprise Decision-Making.
Babatope, O.M., Mayo, W., Okoruwa, P.O. and Adedayo, D., Designing a Machine Learning Framework for Predictive Network Performance and Data Flow Optimization. 2023 DOI: https://doi.org/10.54660/IJMER.2022.3.2.204-212
Babatope, O.M., Oyewole, T., Ogbole, J.I. and Okoruwa, P.O., Developing an AI-Based Incident Response Automation Framework to Minimize Downtime in IT Service Operations. 2023
Bayeroju, O.F., Sanusi, A.N. and Nwokediegwu, Z.Q.S., 2023. Framework for Resilient Construction Materials to Support Climate-Adapted Infrastructure Development. Shodhshauryam, International Scientific Refereed Research Journal, 6(5), pp.403-428.
Bayeroju, O.F., Sanusi, A.N. and Sikhakhane, Z.Q., 2022. Conceptual framework for green building certification adoption in emerging economies and developing countries. Shodhshauryam, International Scientific Refereed Research Journal, 5(4), pp.281-301.
Dako, O.F., Okafor, C.M., Adesanya, O.S. and Prisca, O., 2021. Industrial-scale transfer pricing operations: methods, toolchains, and quality assurance for high-volume filings. Quality Assurance, 8(9).
Dako, O.F., Onalaja, T.A., Nwachukwu, P.S., Bankole, F.A. and Lateefat, T., 2023. Integrating ESG performance metrics into financial reporting frameworks to strengthen sustainable investment decision-making processes. International Journal of Advanced Multidisciplinary Research and Studies, 3(2), pp.1239-1252. DOI: https://doi.org/10.62225/2583049X.2023.3.2.4886
Ekechi, A. T. & Fasasi, T. S.(2022). Conceptual Framework for Process Safety and Operational Reliability in FPSO-based Energy Systems. International Journal of Artificial Intelligence Engineering and Transformation, 3(1), 19 - 37. https://doi.org/10.54660/IJAIET.2022.3.1.19-37 DOI: https://doi.org/10.54660/IJAIET.2022.3.1.19-37
Ekechi, A. T. (2022). Model for Reconstitution of Drilling Mud Using Surfactants for Enhanced Drilling Performance. International Journal of Multidisciplinary Research and Growth Evaluation, 3(5), 655-671. https://doi.org/10.54660/.IJMRGE.2022.3.5.655-671 DOI: https://doi.org/10.54660/.IJMRGE.2022.3.5.655-671
Elebe, O., Imediegwu, C.C. and Filani, O.M., 2022. Predictive financial modeling using hybrid deep learning architectures. Unpublished manuscript. DOI: https://doi.org/10.54660/.IJMRGE.2022.3.2.859-872
Enow, O.F., Ofoedu, A.T., Gbabo, E.Y. and Chima, P.E., 2022. Advances in Real-Time Data Ingestion Strategies Using Fivetran, Rudderstack, and Open-Source ELT Tools. DOI: https://doi.org/10.54660/.JFMR.2022.3.1.500-516
Essandoh, S., Sakyi, J.K., Ibrahim, A.K., Okafor, C.M., Wedraogo, L., Ogunwale, O.B., Babalola, A.S. and Adenuga, M.A., 2023. Analyzing the Effects of Leadership Styles on Team Dynamics and Project Outcomes [online] DOI: https://doi.org/10.54660/.JFMR.2023.4.2.314-328
Ike, P.N., Ogbuefi, E., Nnabueze, S.B., Olatunde-Thorpe, J., Aifuwa, S.E., Oshoba, T.O. and Akokodaripon, D., 2022. Lean supply chain practices improving operational efficiency, reducing waste, and enhancing organizational competitiveness globally. Journal of Frontiers in Multidisciplinary Research, 3(2), pp.182-192. DOI: https://doi.org/10.54660/.IJFMR.2022.3.2.182-192
Ike, P.N., Ogbuefi, E., Nnabueze, S.B., Olatunde-Thorpe, J., Aifuwa, S.E., Oshoba, T.O. and Akokodaripon, D., 2021. Supplier relationship management strategies fostering innovation, collaboration, and resilience in global supply chain ecosystems. International Journal of Multidisciplinary Evolutionary Research, 2(2), pp.52-62. DOI: https://doi.org/10.54660/IJMER.2021.2.2.52-62
Imediegwu, C.C. and Elebe, O., 2021. Customer experience modeling in financial product adoption using Salesforce and Power BI. International Journal of Multidisciplinary Research and Growth Evaluation, 2(5), pp.484-494. DOI: https://doi.org/10.54660/.IJMRGE.2021.2.5.484-494
Mayo, W., Ogbole, J.I., Okoruwa, P.O. and Babatope, O.M., Designing an AI-Predictive Maintenance Model for E-Commerce Systems Using Machine Learning and Cloud Analytics.
Michael, O.N. and Ogunsola, O.E., 2022. Examining the Socioeconomic Barriers to Technological Adoption Among Smallholder Farmers in Remote Rural Areas.
NDUKA, S. (2022). Assessment Framework for Measuring Socio-Economic Returns from Climate-Smart Farming Practices. Gyanshauryam International Scientific Refereed Research Journal, 5(1), 321 - 353. https://doi.org/10.32628/GISRRJ203357 DOI: https://doi.org/10.32628/GISRRJ203357
NDUKA, S. (2022). Modelling Strategy for Estimating Soil Organic Carbon Enhancement through Biochar Utilisation. Gyanshauryam International Scientific Refereed Research Journal, 5(1), 354 - 387. https://doi.org/10.32628/GISRRJ203358 DOI: https://doi.org/10.32628/GISRRJ203358
NDUKA, S. (2023). Analytical Approach to Balancing Agricultural Growth with Environmental Preservation Goals. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 9(6). https://doi.org/10.32628/CSEIT23906206 DOI: https://doi.org/10.32628/CSEIT23906206
NDUKA, S. (2023). Digital Framework for Precision Soil Management Using Geospatial and Predictive Analytics. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 9(6). https://doi.org/10.32628/CSEIT23906207 DOI: https://doi.org/10.32628/CSEIT23906207
Nnabueze, S.B., Ike, P.N., Olatunde-Thorpe, J., Aifuwa, S.E., Oshoba, T.O., Ogbuefi, E. and Akokodaripon, D., 2021. End-to-End Visibility Frameworks Improving Transparency, Compliance, and Traceability Across Complex Global Supply Chain Operations [online] DOI: https://doi.org/10.54660/IJMFD.2021.2.2.50-60
Nwankwo, C. O., Okeke, O. T., & Ugwu-Oju, U. M. (2022). Review of user support strategies improving technology service delivery. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 8(1), 529–546.
Odejobi, O.D., Hammed, N.I. and Ahmed, K.S., 2023. Performance benchmarking and optimization model for IaaS vs PaaS deployments. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 10(1), pp.705-721.
Odejobi, O.D., Hammed, N.I. and Ahmed, K.S., 2023. Resilience and recovery model for business-critical cloud workloads. International Journal of Advanced Multidisciplinary Research and Studies, 3(1), pp.1491-1500. DOI: https://doi.org/10.62225/2583049X.2023.3.1.5141
Ofoedu, A.T., Ozor, J.E., Sofoluwe, O. and Jambol, D.D., 2022. A Root Cause Analytics Model for Diagnosing Offshore Process Failures Using Live Operational Data.
Ofoedu, A.T., Ozor, J.E., Sofoluwe, O. and Jambol, D.D., 2022. Stakeholder Alignment Framework for Multinational Project Execution in Deepwater Petroleum Development Projects. International Journal of Scientific Research in Civil Engineering, 6(6), pp.158-176.
Ofoedu, A.T., Ozor, J.E., Sofoluwe, O. and Jambol, D.D., 2023. A Holistic Control System Framework for Managing Complex Multistream Crude Processing in Floating Production Units. International Journal of Scientific Research in Civil Engineering, 7(3), pp.83-101.
Ofori, S.D., Frempong, D., Olateju, M. and Ifenatuora, G.P., 2023. Early childhood education: a psychological approach review in Africa and the USA. Journal of Frontiers in Multidisciplinary Research, 4(1), pp.552-558. DOI: https://doi.org/10.54660/.JFMR.2023.4.1.552-558
Ofori, S.D., Olateju, M., Frempong, D. and Ifenatuora, G.P., 2023. Online Education and Child Protection Laws: A Review of USA and African Contexts. Journal of Frontiers in Multidisciplinary Research, 4(1), pp.545-551. DOI: https://doi.org/10.54660/.JFMR.2023.4.1.545-551
Ogbole, J.I., Okoruwa, P.O., Babatope, O.M. and Oyewole, T., Developing an Integrated Data Visualization Model for Continuous Business Performance Monitoring and Optimization. 2023 DOI: https://doi.org/10.62225/2583049X.2023.3.6.5417
Ogbuefi, E., Aifuwa, S.E., Olatunde-Thorpe, J. and Akokodaripon, D., 2023. Explainable AI in credit decisioning: balancing accuracy and transparency [online]
Okafor, C.M., Osuji, V.C. and Dako, O.F., 2022. Driving large-scale digital channel adoption through behavioral change, USSD innovation, and customer-centric strategies.
Okeke, O. T., Ugwu-Oju, U. M., & Nwankwo, C. O. (2023). Advances in process automation improving efficiency in confectionery production technology. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 9(10), 339–356.
Okuh, C.O., Nwulu, E.O., Ogu, E., Egbumokei, P.I., Dienagha, I.N. and Digitemie, W.N., 2023. Advancing a waste-to-energy model to reduce environmental impact and promote sustainability in energy operations. Journal name needed]. Year. DOI: https://doi.org/10.54660/.IJMRGE.2023.4.1.885-891
Olagoke-Komolafe, O. and Oyeboade, J., 2022. The role of digital monitoring systems in improving food quality and safety. International Journal of Multidisciplinary Futuristic Development, 3(1), pp.43-53. DOI: https://doi.org/10.54660/IJMFD.2022.3.1.43-53
Olagoke-Komolafe, O. and Oyeboade, J., 2023. Applying Lean Six Sigma methodologies to enhance food safety and operational efficiency. International Journal of Multidisciplinary Evolutionary Research, 4(1), pp.50-60. DOI: https://doi.org/10.54660/IJMER.2023.4.1.50-60
Omolayo, O., Aduloju, T.D., Okare, B.P. and Taiwo, A.E., 2022. Digital Twin Frameworks for Simulating Multiscale Patient Physiology in Precision Oncology: A Review of Real-Time Data Assimilation. Predictive Tumor Modeling, and Clinical Decision Interfaces. DOI: https://doi.org/10.54660/IJMFD.2022.3.1.1-8
Omolayo, O., Taiwo, A.E., Aduloju, T.D. and Okare, B.P., 2022. Secure federated learning architectures for AI-powered health insurance fraud detection systems. International Journal of Scientific Research in Science and Technology (IJSRST), 9(4), pp.565-575.
Oparah, O.S., Ezeh, F.E., Olatunji, G.I. and Ajayi, O.O., 2023. Framework for designing national real-time disease surveillance dashboards for public health stakeholders. Shodhshauryam. International Scientific Refereed Research Journal, 6(1), pp.208-227.
Oyeboade, J. and Olagoke-Komolafe, O., 2022. Integrating community-based conservation strategies in freshwater biodiversity preservation. International Journal of Multidisciplinary Futuristic Development, 3(1), pp.27-42. DOI: https://doi.org/10.54660/IJMFD.2022.3.1.27-42
Oyeboade, J. and Olagoke-Komolafe, O., 2023. Implementing innovative data-driven solutions for sustainable agricultural development and productivity. International Journal of Multidisciplinary Futuristic Development, 4(1), pp.24-31.
Oziri, S.T., Arowogbadamu, A.A.G. and Seyi-Lande, O.B., 2022. Predictive modeling applications designing usage and retention testbeds to improve campaign effectiveness and strengthen telecom customer relationships. Unpublished manuscript.
Oziri, S.T., Arowogbadamu, A.A.G. and Seyi-Lande, O.B., 2023. Designing Youth-Centric Product Innovation Frameworks for Next-Generation Consumer Engagement in Digital Telecommunications.
Oziri, S.T., Arowogbadamu, A.A.G. and Seyi-Lande, O.B., 2023. Revenue Forecasting Models as Risk Mitigation Tools Leveraging Data Analytics in Telecommunications Strategy.
Sanusi, A.N., Bayeroju, O.F. and Nwokediegwu, Z.Q.S., 2023. Conceptual model for sustainable procurement and governance structures in the built environment. Gyanshauryam, International Scientific Refereed Research Journal, 6(4), pp.448-466.
Sanusi, A.N., Bayeroju, O.F. and Nwokediegwu, Z.Q.S., 2023. Framework for leveraging artificial intelligence in monitoring environmental impacts of green buildings. International Journal of Advanced Multidisciplinary Research and Studies, 3(1), pp.1194-1203. DOI: https://doi.org/10.62225/2583049X.2023.3.1.4912
Tafirenyika, S., 2023. AI in healthcare: Predictive modeling, explainability, and clinical impact. World J Adv Res Rev.
Tafirenyika, S., Moyo, T.M., Tuboalabo, A., Taiwo, A.E., Bukhari, T.T., Ajayi, A.E., Gbaraba, S.V. and Afrihyia, E., 2023. Developing AI-driven business intelligence tools for enhancing strategic decision-making in public health agencies. Int J Multidiscip Futur Dev. DOI: https://doi.org/10.54660/IJMFD.2023.4.1.58-68
Taiwo, A.E., Omolayo, O., Aduloju, T.D., Okare, B.P., Oyasiji, O. and Okesiji, A., 2021. Human-centered privacy protection frameworks for cyber governance in financial and health analytics platforms. International Journal of Multidisciplinary Research and Growth Evaluation, 2(3), pp.659-668. DOI: https://doi.org/10.54660/.IJMRGE.2021.2.3.659-668
Uduokhai, D.O., Giloid, S., Nwafor, M.I. and Adio, S.A., 2023. Evaluating the role of building information modeling in enhancing project performance in Nigeria. International Journal of Advanced Multidisciplinary Research and Studies, 3(6), pp.2154-2161. DOI: https://doi.org/10.62225/2583049X.2023.3.6.5297
Uduokhai, D.O., Nwafor, M.I., Sanusi, A.N. and Garba, B.M.P., 2023. Applying design thinking approaches to architectural education and innovation in Nigerian universities. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 9(4), pp.852-870. DOI: https://doi.org/10.32628/CSEIT23564532
Uduokhai, D.O., Nwafor, M.I., Stephen, G.O.I.D. and Adio, S.A., 2021. Empirical analysis of stakeholder collaboration models in large-scale public housing delivery. International Journal of Multidisciplinary Research and Growth Evaluation, 2(6), pp.556-565. DOI: https://doi.org/10.54660/.IJMRGE.2021.2.6.556-565
Ugwu-Oju, U. M., Nwankwo, C. O., & Okeke, O. T. (2022). Advances in device management methods improving enterprise computer performance. International Journal of Scientific Research in Science and Technology, 9(6), 749–765.
Ugwu-Oju, U. M., Okeke, O. T., & Nwankwo, C. O. (2022). Conceptual model improving business information accuracy and digital record management. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 8(1), 547–564.
Wedraogo, L., Essandoh, S., Sakyi, J.K., Ibrahim, A.K., Okafor, C.M., Ogunwale, O., Babalola, A.S. and Adenuga, M.A., 2023. Analyzing Risk Management Practices in International Business Expansion [online] DOI: https://doi.org/10.54660/.JFMR.2023.4.2.300-313
Yeboah, B. K., & Ike, P. N. (2023, February). Conceptual program for workforce training and leadership development in reliability engineering. International Journal of Advanced Multidisciplinary Research and Studies, 3(1), 1641–1650. https://doi.org/10.62225/2583049X.2023.3.1.5211 DOI: https://doi.org/10.62225/2583049X.2023.3.1.5211
Yeboah, B. K., & Nnabueze, S. B. (2021, January–February). Policy-oriented framework for predictive analytics in maintenance optimization. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 7(1), 585–602.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 International Journal of Scientific Research in Humanities and Social Sciences
This work is licensed under a Creative Commons Attribution 4.0 International License.
