For Infrastructure & Operations Professionals (Length: 12 pages)

October 1, 2009

Building The IT Infrastructure And Operations Balanced Scorecard

The Eight Essential Metrics That Infrastructure And Operations Should Be Measuring

by Rachel A. Dines, Evelyn Hubbert

with Craig Symons, Galen Schreck, Alex Crumb

Executive Summary (This is a document excerpt)

"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.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemThe I&O Balanced Scorecard Includes Eight Key Areas Of Metrics

itemChoosing The Right (Number Of) Metrics

itemThe Value Perspective

itemThe User Orientation Perspective

itemThe Operational Excellence Perspective

itemThe Future Orientation Perspective

itemYou've Collected All These Metrics; Now What?

recommendations

itemBuilding The I&O Balanced Scorecard Is A Continuous Process

Forrester collected metrics from 16 user companies as well as the KPI Library and the ITSM Library.

Related Research Documents

itemThe Five Essential Metrics For Managing IT

April 4, 2008

itemWhat Are The Components Of An IT Operations Scorecard?

June 20, 2005

itemThe Balanced Scorecard: An IT Perspective

October 14, 2004

itemThe IT Balanced Scorecard — Metrics That Count

September 30, 2004

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Analyst: Evelyn Hubbert, Rachel A. Dines
Technology: Budgeting & Forecasting, Infrastructure Measurement, IT Infrastructure & Operations, IT Management, IT Process Automation, IT Spending & Budgeting, IT Strategy, Planning, & Governance, Serving the Business
Geography: Asia Pacific, Europe, North America
Archived Teleconference:
Recruiting, Developing, And Retaining Women And Underrepresented Minorities In IT Infrastructure And Operations
Original air date: Tuesday, November 17, 2009
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Ratings and Comments
Rating: 9 out of 10
based on 2 ratings across all roles.
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