Executive Summary (This is a document excerpt)

The Balanced Scorecard (BSC) has gained significant traction within our client companies as IT organizations successfully use the BSC as a measurement and management tool to improve the effectiveness and efficiency of their operations as well as to communicate the value of IT throughout the enterprise. The IT value (financial) metrics are similar across most companies; however, the user perspective represents a key opportunity for the IT organization to differentiate itself. By placing the user at the heart of the IT strategy and clearly articulating the value proposition it delivers, IT can begin the process of establishing competency and credibility. When developing the user metrics, management needs to push beyond the usual user satisfaction survey. User metrics should be developed across four categories including: 1) user satisfaction; 2) IT/business unit partnership; 3) applications delivery; and 4) service delivery. In partnership with their users, these metrics will significantly increase their probability of a successful BSC implementation.

Buy Risk-Free

Download and print PDF immediately. Price: US $749

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.