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  • Balanced Scorecard

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  • For Infrastructure & Operations Professionals

    Report

    Report Justify Your Hybrid Cloud Future With A Solid Business Case

    Business Case: The Cloud Computing Playbook
    November 28, 2016 | Sophia I. Vargas, Dave Bartoletti

    Some infrastructure and operations (I&O) leaders and others have overzealous expectations of cloud's impact on costs, with many thinking cloud is always cheaper, faster, and easier. Under the right...

  • For Enterprise Architecture Professionals

    Report

    Report The Balanced Scorecard For EA

    Metrics: The EA Practice Playbook
    October 4, 2016 | Alex Cullen

    Enterprise architecture (EA) programs are challenged with communicating their performance and value to the enterprise. At the same time, few EA programs track and report on metrics — leaving their...

  • For CIO Professionals

    Report

    Report Forrester's Tech Management Balanced Scorecard

    Performance Management: The Business Technology Agenda Playbook
    September 15, 2016 | Martha Bennett, Bobby Cameron

    Forrester developed its IT Balanced Scorecard for CIOs almost a decade ago, based on the original Balanced Scorecard framework proposed by Robert S. Kaplan and David P. Norton. In 2014, we updated...

  • For Infrastructure & Operations Professionals

    Report

    Report Develop Infrastructure Metrics Using The Balanced Scorecard

    Performance Management: The Infrastructure Transformation Playbook
    August 19, 2016 | Richard Fichera, Sophia I. Vargas

    This report outlines Forrester's solution for developing effective objectives and metrics to transform your infrastructure practice in the service of your business technology (BT) agenda. A...

  • For Security & Risk Professionals

    Report

    Report Identity And Access Management Metrics For Business Value

    Performance Management: The Identity And Access Management Playbook
    May 27, 2016 | Andras Cser, Merritt Maxim

    Most security and risk (S&R) professionals struggle to ensure that identity access management (IAM) receives the attention it deserves. S&R pros who are successful at nurturing their IAM programs...

  • For Infrastructure & Operations Professionals

    Report

    Report Leverage The Balanced Scorecard Approach During Your I&O Transformation Journey

    Performance Management: The I&O Transformation Playbook

    Infrastructure and operations (I&O) transformation performance management practices must satisfy key transformation goals. First, they must help I&O leaders drive their transformation by promoting...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    April 11, 2016 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For Infrastructure & Operations Professionals

    Report

    Report Develop Your Infrastructure And Operations Transformation Strategy Now

    Strategic Plan: The I&O Transformation Playbook
    April 6, 2016 | Jean-Pierre Garbani

    As the enterprise creates its battle plan in today's market, infrastructure and operations (I&O) needs to transform itself accordingly by first creating a strategic plan. A strategic plan...

  • For Infrastructure & Operations Professionals

    Report

    Report Develop Cloud Metrics Using The Balanced Scorecard

    Performance Management: The Cloud Computing Playbook
    February 5, 2016 | Lauren E. Nelson, Sophia I. Vargas

    Crafting and measuring the right metrics for your cloud strategy objectives is essential for success. You must measure cloud computing in business terms, which likely isn't the natural leaning of...

  • For Enterprise Architecture Professionals

    Report

    Report BCEA Performance Metrics Address Broader Business Outcomes

    April 8, 2013 | Henry Peyret

    A good enterprise architecture (EA) methodology focuses on business outcomes. Forrester's EA method addresses both business outcomes and business agility, starting with how the business plans to...

  • For Infrastructure & Operations Professionals

    Report

    Report Develop A Strategy To Transform Your IT Infrastructure And Operations Practice

    Strategic Plan: The I&O Practice Playbook
    March 6, 2013 | Jean-Pierre Garbani

    The writing is on the wall: As-a-service technology, tech-savvy workers, and increased business complexity are widening the gap between business demand and traditional IT supply. This era is making...

  • For CIO Professionals

    Report

    Report Measuring BT Governance Outcomes Through Balanced Scorecards

    The BT Governance Collection: Communications
    February 8, 2013 | Craig Symons, Alexander Peters, Ph.D.

    Implementing strong business technology (BT) governance is on the agenda for many organizations as they continue the seemingly endless pursuits of aligning IT and business strategy, getting more...

  • For Infrastructure & Operations Professionals

    Report

    Report Avoid Tactical, Narrow Communications And Collaboration Infrastructure Strategies

    January 18, 2013 | Art Schoeller

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a...

  • For Infrastructure & Operations Professionals

    Report

    Report A Sample Internal Private Cloud Balanced Scorecard For I&O Professionals

    October 1, 2012 | Lauren E. Nelson

    The Balanced Scorecard (BSC) is built around four dimensions that we have adjusted for use in information technology: the value perspective, the customer orientation perspective, the operational...

  • For Enterprise Architecture Professionals

    Report

    Report Identify Essential Methods For Your Business Architecture Program

    September 7, 2012 | Derek Miers

    Business architecture (BA) is the practice through which an organization adds analytical rigor to the planning and decision-making surrounding change. Whether changes are driven by competitive...

  • For CIO Professionals

    Report

    Report Measure BT Strategic Planning Outcomes

    July 3, 2012 | Craig Symons

    This report is designed to help CIOs measure and report on the outcomes realized through the BT strategic plan. Specifically, it demonstrates how to link IT initiatives from the strategic plan to...

  • For Infrastructure & Operations Professionals

    Report

    Report Develop Your Service Management And Automation Balanced Scorecard

    June 14, 2012 | Stephen Mann

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals to develop effective objectives and metrics for their service management and automation (SMA)...

  • For Security & Risk Professionals

    Report

    Report Develop Mobile Operations And Security Balanced Scorecards

    May 11, 2012 | Stephanie Balaouras, Tyler Shields

    This report outlines the performance management of Forrester's solution for infrastructure and operations (I&O) executives working on mobile security and operations. This report is designed to help...

  • For Infrastructure & Operations Professionals

    Report

    Report Develop Your Business Technology Resiliency Balanced Scorecard

    April 30, 2012 | Rachel A. Dines

    This report outlines Forrester's solution for developing effective objectives and metrics for business technology resiliency (BTR) programs. The current state of BTR metrics is unsatisfactory...

  • For Infrastructure & Operations Professionals

    Report

    Report Avoid Tactical, Narrow Service Management And Automation Strategies

    January 18, 2012 | Jean-Pierre Garbani

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders to develop their service management and automation (SMA) strategic plan. This is important as the...

  • For CIO Professionals

    Report

    Report The IT Balanced Scorecard: Customer/Partner Metrics Revisited

    November 18, 2011 | Craig Symons

    In the Balanced Scorecard framework, IT value is driven by satisfied customers. For many IT organizations, satisfying customers has become more challenging as the definition of an IT customer has...

  • For Infrastructure & Operations Professionals

    Report

    Report Updated 2011: A Sample IT Infrastructure And Operations Balanced Scorecard

    September 23, 2011 | Rachel A. Dines

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

  • For Infrastructure & Operations Professionals

    Report

    Report Updated 2011: Building The IT Infrastructure And Operations Balanced Scorecard

    September 23, 2011 | Rachel A. Dines, Eveline Oehrlich

    Metrics are the Achilles' heel of many infrastructure and operations (I&O) departments. Many firms don't know which metrics to use, or how to collect the data they need for the metrics, while...

  • For Enterprise Architecture Professionals

    Report

    Report The Strategic Language Of Transformation Unlocks The Power Of BPM, Part 1

    Translate Strategic Intent Into Action With Structured Language
    June 21, 2011 | Derek Miers

    As firms embark on their business transformation journey, business process pros find themselves discussing a wide range of topics: program initiation and governance, executive engagement, process...

  • For CIO Professionals

    Report

    Report The BT Scorecard — Essential Metrics For BT Transformation

    May 24, 2011 | Craig Symons

    The Balanced Scorecard framework has gained significant traction with CIOs who use it to measure and manage their IT organizations. But as CIOs make the transformation from IT to BT (business...