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For Infrastructure & Operations Professionals

Building The IT Infrastructure And Operations Balanced Scorecard

The Eight Essential Metrics That Infrastructure And Operations Should Be Measuring

October 1, 2009

By Rachel A. Dines, Eveline Oehrlich with Craig Symons, Galen Schreck, Alexander Crumb

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Why Read This Report

"You can't manage what you can't measure" is the stated adage, but when it comes to infrastructure and operations (I&O), what to measure is the first challenge. Many firms don't know which metrics to use, or how to collect the information they need for the metrics, while others collect too many metrics then struggle to identify significant data points. Using Norton and Kaplan's Balanced Scorecard (BSC) method of measuring performance, we will take a close look at metrics in eight key areas of I&O that you should be measuring.
Tags: Balanced Scorecard, Business Value of IT, Cost Control, IT Budgeting & Forecasting, IT Infrastructure & Operations, IT Management, IT Process Automation, IT Service Management (ITSM), IT Serving the Business, Metrics, Service-Level Management (SLM), Strategy, Planning & Governance of IT, Systems Management, Tech Sector Economics
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TABLE OF CONTENTS

  • The I&O Balanced Scorecard Includes Eight Key Areas Of Metrics
  • You've Collected All These Metrics; Now What?

  • RECOMMENDATIONS

    Building The I&O Balanced Scorecard Is A Continuous Process
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