Manage Information Technology Better With IT Service Balanced Scorecard
IT service management is a practice for controlling information technology system with its philosophies focused on the point of view of the customers. Years before, this was centered on their internal organization and the technology that they use. As things change, evolve and progress, providing focus on the customers became the priority. The discipline is not about the proper usage of a product or the technical specifications of the system; it is focused on the framework of the activities related to information technology and the relationship of the IT personnel with the users and customers. Thus, there is no other way to measure the efficiency of the management process than to use IT service balanced scorecard. Since the BSC is not only concerned with the financial details of a business, you can utilize this tool to effectively gauge how well the supervision of the IT services is carried out.
In order to direct the use of the IT service balanced scorecard in this department, there is a need to first align the organizational strategy with information technology. There are some things that you should avoid though when implementing this type of BSC. One is an IT focused view of the performance of the IT department. You should also stay away from measures that hardly contribute to the success of the company, the deficiency in defining the standard metrics and being over-dependent on business tools.
The most important thing that you should remember when using the IT service balanced scorecard is the integration of the business strategy with IT service management. There are six traits that successful scorecards share in the field of information technology. The first one is that it is simple. The simplicity in the presentation makes it easier for the viewers to understand what the document is about. Simplicity also denotes that there are not more than 20 metrics for the whole organization already. They should be written using non-technical language so that everyone in the company can easily grasp what the organization wants to measure.
An advanced scorecard explicitly links itself to the strategy of information technology. This means that it should be firmly paired with the strategic planning process so that it can aid in tracking the progress of the strategy against the objectives and goals. Executives should also be broadly committed to the full process. Both senior IT professionals and business managers should participate in the whole scorecard process including the design and the ongoing phases.
The metrics in the computer network support BSC should be relatable throughout the entire company. To achieve this, meetings and discussions should be held prior to the selection of the metrics. This will lead to consensus in metrics definitions. Aside from the main four perspectives of the typical BSC, the IT service balanced scorecard includes two more. Information security pertains to metrics that check the remediation efforts of the firm for the known and common vulnerabilities. The other is about metrics that measure the enterprise initiatives, which will then highlight the contributions of information technology in initiating strategic importance.