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For Infrastructure & Operations Professionals

Develop Infrastructure Metrics Using The Balanced Scorecard

Performance Management: The Infrastructure Transformation Playbook

February 5, 2018


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This is the Performance Management report in The Infrastructure Transformation Playbook For 2021.

Why Read This Report

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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Table of Contents

  • Metrics Track Infrastructure Health And Your Customer's Experience
  • Developing Effective Infrastructure Metrics Is A Continual Task
  • Build Your Infrastructure Balanced Scorecard
  • Recommendations

  • Design And Implement A Customer-Obsessed Metrics Program
  • Supplemental Material
  • Related Research Documents