How DigitalCore Structures Strategic Service Management

To lead service organizations with data, DigitalCore introduces a strategic framework built around Solutions, KPIs, and reusable Solution Components. This guide helps you understand how DigitalCore organizes service governance, performance tracking, and strategic planning.

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✅ Org Units

Organizational business units like regions, departments, or divisions. These allow you to track performance across different parts of your organization.

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✅ Portfolios

A Portfolio is a group of related services managed strategically together (e.g. Cloud Services, Workplace Support).

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✅ Solutions

A Solution is any service or offering your organization delivers (e.g., Managed Cloud Hosting, On-Site Support). It is the central unit in DigitalCore—connected to all KPIs, governance decisions, financials, and strategic objectives.

Solutions are grouped under Portfolios and aligned to Org Units (business divisions or regions).

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✅ Solution Components

Solution Components are reusable templates that define how a Solution is evaluated. Each component contains the logic, structure, and evaluation rules for a specific area of performance.

Each Solution is linked to multiple Components, forming the foundation for KPI tracking, financial insights, governance, and AI-based recommendations. 

These components are modular—you can configure once and apply across many solutions for consistent tracking.

💡 Solution Components ensure your performance and financial frameworks are repeatable, transparent, and scalable.

 

🔍 KPI Categories & Components

 

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✅ KPI Categories

DigitalCore helps you monitor and evaluate your services with 4 key KPI types:

1. Performance KPIs
   Measure internal service quality, not directly bound by contract.

2. Compliance KPIs
   Track contractual or other external expectations, such as SLAs.

3. Financial KPIs
   Measure actual vs. budget costs, revenue, margin, and profitability.

4. Capacity KPIs
   Show how resource hours and utilization align with service delivery needs.

Each KPI is configurable and can be evaluated monthly, with alerts and thresholds built-in.

 

🔍 Performance vs. Compliance KPIs: What's the Difference?

Both Performance and Compliance metrics are technically stored in the same table in DigitalCore—but are categorized differently for clarity:

• Performance KPIs measure internal service quality, not directly bound by contract.

• Compliance KPIs track contractual or regulatory expectations, such as SLAs.

📌 This distinction helps service teams focus on what’s internal vs. externally accountable—without needing separate tooling or structures.

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✅ Balanced Scorecard

Balanced Scorecards are built from the KPI categories and powered by the values defined through Solution Components. They’re not a separate KPI type but an aggregated view

You can define custom scoring logic, thresholds, and weighting models—aligned to your strategic goals.

 

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✅ Governance Cases

Governance Cases are structured tracking tools for strategic decisions, escalations, or audits.

Each case includes:

• Linked services or portfolios

• Documentation

• Decision status and responsible roles

• Timeline of updates and outcomes

Governance Cases help ensure accountability and transparency across the organization.

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✅ Roadmaps & OKRs

Strategic planning is supported by linking:

• Objectives → Strategic goals

• Key Results → Measurable outcomes tied to each objective

• Roadmap Items → Planned initiatives that deliver those outcomes

You can track progress, visualize timelines, and evaluate strategic alignment.

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✅ Roles & Skills

DigitalCore maps people to services by:

• Defining operational roles (e.g., Service Manager, Level 1 Agent, Field Engineer)

• Capturing skills (e.g., German language, Microsoft 365 admin, Customer knowledge)

Used in capacity actuals/planning and operational insights across teams.