Best Practice Report

Transforming IT With Strategic Measurement

Using The IT Balanced Scorecard To Drive Organization Change

April 30th, 2007
Craig Symons, null
Craig Symons
With contributors:
Alex Cullen , Lauren Sessions

Summary

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 meet these expectations. However, there are times when internal (M&A, change in strategy) and/or external forces (economic changes, competitive challenges) require IT to change from one archetype to another. Transforming an organization is always challenging, but as a number of IT organizations have discovered, using a strategic measurement and management framework like the IT Balanced Scorecard can reduce risks and significantly increase the probability of success.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.