Updated 2011: Building The IT Infrastructure And Operations Balanced Scorecard

September 23rd, 2011
With contributors:
Doug Washburn, Eric Chi


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 others collect too many and then struggle to identify significant data points. Every year, Forrester helps dozens of I&O departments struggling to find the right set of metrics measure the performance of their I&O functions. Leading I&O departments have started using Norton and Kaplan's Balanced Scorecard (BSC) method of measuring performance as a framework to select the right set of metrics and keep them organized to demonstrate business value, become more proactive, and align I&O priorities and incentives. This report outlines the BSC methodology and how it can be applied to your I&O department.

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