Planning for and measuring success

The balanced scorecard is a useful management tool that has proved its value in guiding IT management:

focus on contributing to the business through

• Emphasizing cost efficiency
• Delivering maximum value.

focus on process excellence including 

• support for key business processes at which the enterprise must excel
• key IT processes that must be monitored to ensure the outcomes will meet expectations
• internal business processes that are the mechanisms through which performance expectations are achieved.

focus on customer satisfaction and the ability of IT to provide 

• quality solutions and services
• effective delivery of solutions and services
• overall customer service and satisfaction.

focus on learning and growth (sustainability)  and

• the ability of employees, quality of information systems, and the effects of organisational alignment in supporting the accomplishment of enterprise goals
• new responsibilities, skills requirement & development, process capabilities, investment in current and future technologies.