For IT Management Professionals

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	March 15, 2004 The Balanced Scorecard For IT: User Metrics by Craig Symons with Adam Brown

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Executive Summary

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.

This is an excerpt