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This report outlines Forrester's solution for developing effective objectives and metrics to align your infrastructure practice with evolving business demands. A systematic approach to metrics design and collection results in more-productive operations. Kaplan and Norton's Balanced Scorecard (BSC) is an effective framework for guiding infrastructure and operations (I&O) professionals toward the right set of metrics. This report outlines the BSC methodology and explains how you can apply it to your infrastructure practice. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're now updating it to reflect our latest thinking on metrics design and collection.
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