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 transform IT from a cost center to be managed to a value center that directly contributes to business success and communicates the value of IT throughout the enterprise. The IT value (financial) metrics are similar across most companies; however, the future orientation (FO) perspective represents both a challenge and an opportunity for IT. The FO perspective determines whether or not the IT organization will have the necessary talent, infrastructure, and culture required to make the transformation. Without the right talent, necessary infrastructure, and climate for action, the IT organization will not be able to attain the operational excellence required to drive customer satisfaction that is necessary to deliver real value. Choosing the right FO metrics often means the difference between success and failure.

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