Press Release: 17. January 2013

HP Research Reveals Need for Change in IT Measurement in Singapore

Current IT measurements hamper organizational agility

SINGAPORE, 17 January 2013 – HP today unveiled research that reveals a growing need for IT performance measurements to be more automated and more closely aligned to organizational objectives in Singapore.

According to a study from Coleman Parkes Research, commissioned by HP,(1) nearly all (99 percent) business and technology executives surveyed in Singapore recognize IT performance measurement as a critical tool. However, less than half (48 percent) of the respondents said they are using this measurement data to help inform decision making.

It is critical for business and governments to have real-time visibility into and control over the IT that underpins many of the innovations they provide to their customers and citizens. These include online payments, mobile solutions and social media services. Organizations need to manage not only the delivery of the services but have the right insight to balance resources and IT investments.

More than 70 percent of executives believe IT should be measured against their organization’s core performance metrics. However, the survey revealed that the most common assessments of IT performance today in Singapore are traditional IT metrics, such as “quality of service” (65 percent) and “speed of ticket resolution” (63 percent).  Meanwhile, business-focused metrics, such as “cost” and “customer satisfaction” are used by only 59 percent and 29 percent of respondents, respectively.

As organizations use IT to communicate and deliver services to customers and citizens, it is critical that IT performance is measured against business metrics to ensure alignment with an organization’s objectives.

The research also suggests that information silos are hindering alignment between IT and the organization. Only 47 percent of Singapore executives said that IT performance information is shared widely across the organization. This figure underscores a deficiency in the important communications link between IT and the business.

The study also highlights a need for increased IT automation. More than 80 percent of executives in Singapore said that manual processes are part of their IT monitoring. Among those respondents, 71 percent said manual processes add time to or delay valuable information and feedback to the organization. These delays—combined with insufficient IT measurement—further hamper organizational agility.

“As IT is increasingly expected to align with business objectives and to respond quickly to changing priorities, IT leaders need ways of monitoring and reporting performance that is relevant, insightful and timely,” said Paul Muller, IT Management Evangelist, Software, Enterprise Business, HP. “IT can achieve this by automating manual processes and focusing on how IT contributes to more strategic measures such as customer satisfaction, cost and revenue growth.”

The study was conducted by Coleman Parkes Research on behalf of HP and comprised 600 interviews among senior business and technology executives in Australia, China, India, Japan, Korea and Singapore. The respondents were employees in enterprises (more than 2,000 employees) and midmarket companies (500-2,000 employees) in the following industries: financial services, manufacturing and distribution, public sector and telecommunications. The interviews were conducted via phone in September and October 2012 using the native language of the respondent.

  1. "HP Research: IT Performance Study," Coleman Parkes Research, Ltd., November 2012.

Media contacts

About HP
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society.  With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at

This news advisory contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance, market share or competitive performance relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include macroeconomic and geopolitical trends and events; the competitive pressures faced by HP’s businesses; the development and transition of new products and services (and the enhancement of existing products and services) to meet customer needs and respond to emerging technological trends; the execution and performance of contracts by HP and its customers, suppliers and partners; the protection of HP's intellectual property assets, including intellectual property licensed from third parties; integration and other risks associated with business combination and investment transactions; the hiring and retention of key employees; assumptions related to pension and other post-retirement costs and retirement programs; the execution, timing and results of restructuring plans, including estimates and assumptions related to the cost and the anticipated benefits of implementing those plans; expectations and assumptions relating to the execution and timing of cost reduction programs and restructuring and integration plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended April 30, 2012 and HP’s other filings with the Securities and Exchange Commission, including HP’s Annual Report on Form 10-K for the fiscal year ended October 31, 2011. HP assumes no obligation and does not intend to update these forward-looking statements.

© 2013 Hewlett-Packard Asia Pacific Pte Ltd. Registration No.: 198703164G. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.