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IT Balanced Scorecard

The document outlines the IT Balanced Scorecard for an agency, detailing its mission, objectives, and metrics for measuring success in areas such as business value, future orientation, operational efficiency, and end-user satisfaction. It emphasizes the importance of IT's contribution to business value, continuous improvement, and effective service delivery. Additionally, it includes target values and initiatives for various performance metrics to ensure alignment with strategic goals.

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10 views4 pages

IT Balanced Scorecard

The document outlines the IT Balanced Scorecard for an agency, detailing its mission, objectives, and metrics for measuring success in areas such as business value, future orientation, operational efficiency, and end-user satisfaction. It emphasizes the importance of IT's contribution to business value, continuous improvement, and effective service delivery. Additionally, it includes target values and initiatives for various performance metrics to ensure alignment with strategic goals.

Uploaded by

123shortkarma
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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NAME OF AGENCY

IT BALANCED SCORECARD
FOR THE YEAR _______

Mission Objective
IT-GENERATED BUSINESS VALUE

Business value and strategic contribution of IT department

To contribute to the
value of the
business Business value of IT projects

Management of IT investment

Sales to outsiders or third parties

FUTURE ORIENTATION

Knowledge management

Service capability improvement

To deliver
continuous
improvement and
prepare for future Staff management effectiveness
challenges

Enterprise architecture evolution

Emerging technologies research

OPERATIONAL EFFICIENCY AND EFFECTIVENESS

Process excellence

Responsiveness

To deliver IT
products and Backlog management and aging
services that are
efficient and
effective
Internal cost of quality
services that are
efficient and
effective

Security and safety

END-USER SERVICE SATISFACTION


End-user satisfaction

IT/business partnership

To deliver products
and services that
add value to end-
users Application development performance

Service-level performance
Metric to Measure Target Values/ Initiatives Explanation/Justification Reference

Completion of strategic initiatives


Percentage of resources devoted to
strategic projects
Perceived relationship between IT
management and senior-level
management
Business evaluation based on financial
measures (ROI, payback period, etc.)
Actual versus budgeted expenses
Percentage over/under overall IT
budget
Revenues from IT-related services
and/or products

Completion of education, training, and


development courses
Percentage of positions with qualified
backup personnel
Expertise with specific technologies
Deliver internal projects to plan:
– Internal process improvement
– Organization development
– Professional development
Staff metrics by function:
– Utilization/billable ratios
– Voluntary turnover by performance
level
– Percent of staff with completed
professional performance plans
– Development/approval of enterprise
architecture plan (EAP)
– Systems adherence to EAP and IT
standards
– Percent of IT budget allocated to
research of new and updated
technologies

Process maturity rating and


performance (i.e., quality, cost, and
speed)
Process cycle time and cycle time to
market
Staff days of budgeted work in backlog
status
Days outstanding of oldest budgeted
work
Time/cost of process improvement and
quality assurance initiatives per IT
employee
Absence of major issues in audit
reports and unrecoverable failures or
security breaches

Score on end-user satisfaction survey


Frequency of IT Business Group
meetings
Index of both, user and IT involvement
in generating new strategic application
systems
Delivery to end-users expectations:
quality (user acceptance); cost
(budget); and speed (schedule)
Weighted percent of applications and
operations services meeting
servicelevel targets for availability and
performance

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