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IT Balanced Scorecard     Print

The Balanced Scorecard (BSC) can be applied to the Information Technology and linked to a business Balanced Scorecard.  The IT BSC is used a monitor to the implementation of IT Governance.

The IT Balanced Scorecard enables IT organisations to

  • identify the key strategic initiatives, fundamental to deliver the business strategy 
  • align their activities with the busines strategy
  • provide adequate service to the users
  • optimise the IT processes
  • to prepare the future with the rights skills and competencies

Measures should be established to asses performance and performance targets should be determined to demonstrate achievement.

User Orientation
How does IT serve the users?  Are the service levels fit for business ?

  • Preferred supplier of applications and operations
  • Proposer of best solution
  • Deliver services conforming to the Service Level Agreements (SLA)
  • Partnership with users
  • Ensure IT service quality


  • Efficient and effective solutions: user satisfaction
  • Reliable IT services:  Conformance to SLA
  • Service desk resolution time


Business Contribution
How does IT contribute to the achievement of the business strategy?  Does IT deliver the right business applications?


  • Provide new business capabilities (alignment)
  • Ensure business value of IT projects
  • Control IT expenses
  • Manage business impact of IT risks


  • Involvement in strategic initiatives
  • Value delivery: Project / investment ROI
  • Cost control : trend of IT cost within total cost
  • Risk management : non controlled "high" impact - "high" likelihood risks

Operational Excellence
How effective and efficient are the IT processes?


  • Efficient and effective processes in developments and operations
  • Adequate structures and committees
  • Ensure performing IT infrastructure
  • Secure information
  • Ensure service continuity


  • Adhere to project and development methodology
  • Project delivery : % project on time, on budget, on specifications
  • Effective delivery & support : system response times, availability rate
  • Security management : Number and severity of security incidents
  • Disaster recovery : Assessed disaster recovery time, % disaster recovery plan implementation

Future Orientation
How well is IT positioned to meet future needs? Are the IT professionals competent and well motivated?


  • Training and eduction of IT staff
  • Ensure IT staff expertise
  • Evaluate emerging technologies
  • Ensure renewal of the application portfolio


  • Up to date skills: % of IT training days/total days; % budget devoted to training
  • Motivated IT staff : staff turnover, staff absenteeism
  • Innovative solutions: % of IT spent on technology watch and research
  • Application portfolio: average application age; resources spent on developments versus maintenance

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