For Infrastructure & Operations Professionals

A Sample IT Infrastructure And Operations Balanced Scorecard  (41 KB XLS)

by Rachel A. Dines, Evelyn Hubbert, October 1, 2009

The Balanced Scorecard is built around four dimensions that have been adjusted for use in information technology: the value perspective, the user orientation perspective, the operational excellence perspective, and the future orientation perspective. . . .

For Infrastructure & Operations Professionals

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, October 1, 2009

"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 CIOs

Governance Communications

Measuring And Improving Governance With A Balanced Scorecard

by Craig Symons, February 6, 2009

Implementing strong IT governance is on the agenda for many organizations as they continue the seemingly endless pursuits of aligning IT and business strategy and getting more value from their IT investments. Developing a governance framework by defining . . .

For Vendor Strategy Professionals

Adapt To Changing IT Requirements

by Thomas Mendel, Ph.D., February 3, 2009

Forrester has argued that a fundamental shift from information technology (IT) to business technology (BT) is occurring. As part of this shift, the metrics upon which IT executives are evaluated will change, and tech vendors need to be prepared for this.

For Infrastructure & Operations Professionals

What Does IT Do For The Business?

The Five Essential Metrics For Managing IT

by Robert Whiteley, September 29, 2008

Providing understandable and relevant metrics to business leaders is an integral part of the transformation from traditional IT to service-oriented business technology. However, many IT metrics lack clear relevance to business outcomes and are difficult . . .

For CIOs

The Five Essential Metrics For Managing IT

by Craig Symons, April 4, 2008

CIOs frequently ask what IT should measure and report to business executives. The key to success is choosing a small number of metrics that are relevant to the business and have the most impact on business outcomes. The five metrics that meet the criteria . . .

For CIOs

Transforming IT With Strategic Measurement

Using The IT Balanced Scorecard To Drive Organization Change

by Craig Symons, April 30, 2007

Forrester Research has identified three different IT archetypes: Solid Utility, Trusted Supplier, and Partner Player. These IT archetypes are based on the role C-level executives expect of IT, and they define the capabilities on which IT must focus to . . .

Comparing Your IT Shop To Others

Benchmark The Right Way To Gain Useful Insights

by Alex Cullen, January 10, 2007

CIOs should strive to improve organization effectiveness and value. One popular way to focus on IT performance improvement is to compare an IT organization's performance to other firms through benchmarking that exclusively focuses on comparing IT costs. . . .

Anatomy Of An IT Balanced Scorecard Project

by Craig Symons, June 23, 2006

An IT balanced scorecard is not a dashboard, nor is it just another metrics program. It is a strategic measurement and management framework, and developing one requires significant effort and commitment. Implementation of the scorecard throughout the . . .

Ten Steps To A Successful Balanced Scorecard

by Craig Symons, January 6, 2006

While the Balanced Scorecard (BSC) — a leading strategic performance measurement and management system — has emerged and is gaining traction in IT organizations, actually developing an IT Balanced Scorecard is risky and requires significant effort and . . .

Trends In IT Performance Management

In Today's IT Context, Strategic Measurement Is Not Optional

by Craig Symons, December 13, 2005

An increasing focus on IT governance by boards of directors and executive management puts IT management and the performance of the IT organization under a magnifying glass. IT organizations are increasingly asked to demonstrate the value of IT, vouch . . .

IT Strategy Maps: A Tool For Strategic Alignment

Visual Representation Of Strategy Makes IT-Business Communication Easier

by Craig Symons, November 21, 2005

Aligning IT and business strategy remains the No. 1 or No. 2 business IT issue year after year. But no matter how much focus and attention this subject receives, little progress seems to be made. Forrester recommends that 1) firms start measuring strategic . . .

What Are The Components Of An IT Operations Scorecard?

by Craig Symons, June 20, 2005

While IT operational metrics have been collected for years, they have not necessarily led to more effective and efficient IT operations. In fact, research suggests that the average IT organization spends up to 45% of its operational budget on unplanned . . .

Automating The IT Balanced Scorecard

A Framework For Evaluation

by Craig Symons, December 9, 2004

The Balanced Scorecard is one of the most powerful measurement and management frameworks for enterprises, and when adapted for IT it becomes a vehicle for IT transformation. The key to any successful Balanced Scorecard implementation lies in developing . . .

The Balanced Scorecard For IT: Value Metrics

by Craig Symons, November 15, 2004

The Balanced Scorecard (BSC) has gained significant traction within our client companies at the corporate level as well as with IT organizations. IT organizations successfully use BSC as a measurement and management tool to transform the IT organization . . .

The Balanced Scorecard: An IT Perspective

by Craig Symons, October 15, 2004

Norton and Kaplan's Balanced Scorecard (BSC) method of measuring performance has been around since the early 1990s and appears to be gaining momentum in many companies. In fact, recent research from the Balanced Scorecard Collaborative suggests that 60% . . .

The IT Balanced Scorecard — Metrics That Count

by Craig Symons, September 30, 2004

Kaplan and Norton's Balanced Scorecard (BSC) approach to measurement and management has gained traction and been adapted for IT. However, the BSC is not just another metrics reporting system; it is a measurement (where are we) and management (how do we . . .

IT Governance And The Balanced Scorecard

by Craig Symons, August 20, 2004

The subject of IT governance seems to be everywhere today, but what does it really mean? What if any frameworks exist to assist IT managers attempting to implement sound IT governance? And how do you know when you get there? A search on IT governance . . .

Cascading The IT Balanced Scorecard

Transforming The IT Organization

by Craig Symons, August 19, 2004

In prior research we presented the framework for a high-level IT Balanced Scorecard (BSC), developed a methodology for creating BSC measures, and introduced actual measures for each of the four BSC perspectives. However, while the development of a high-level . . .

Linking IT To Business Strategy

Employee Referrals Drive Cross-Selling

by Craig Symons, June 10, 2004

One of the most popular measures in the Financial Perspective of the Balanced Scorecard is increasing revenues. This is then linked to one or more customer initiatives in the Customer Perspective, which is then linked to some specific internal process . . .

The IT Balanced Scorecard: Future Orientation Metrics

by Craig Symons, May 26, 2004

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 . . .

The IT Balanced Scorecard: Operational Excellence Metrics

by Craig Symons, April 12, 2004

The Balanced Scorecard (BSC) has gained significant traction within our client companies at the corporate level and with IT organizations. IT organizations are successfully using the BSC as a measurement and management tool to improve the effectiveness . . .

The Balanced Scorecard For IT: User Metrics

by Craig Symons, March 15, 2004

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 Balanced Scorecard — Metrics That Count

by Craig Symons, August 22, 2003

Clients that implement a rigorous methodology in developing and deploying their metrics will significantly increase the likelihood of success in their Balanced Scorecard efforts.

A Balanced Scorecard for Security

by Steve Hunt, January 23, 2003

The Balanced Scorecard weighs measurements across four dimensions of business: finances, internal processes, customers and learning and growth. These dimensions can also be a useful guide for a security department or chief security officer.