Implementing an IT scorecard

5 must-dos for successfully implementing an IT scorecard for your organization

by Robert A. Ryan – Implementation of an IT scorecard can either enhance or potentially derail your career. Do not let your IT scorecard implementation fail!

The objective of performance management is to track organizational performance through specific performance measures, commonly referred to as an IT scorecard. While the use of IT scorecards can improve performance and lower costs for your IT organization, the implementation of these scorecards present both risk and opportunity for your career.

[ See also: Developing an IT scorecard ]

Here are 5 must-dos for successfully implementing an IT scorecard for your organization:

1. Determine whether you are going to have committed, full-time staff dedicated to performance management embedded in your IT organization. If your IT organization has available resources, you should commit a least one full-time staff to tracking and reporting performance measures. Embed your performance management resources in your IT organization to enable implementation of your IT scorecard.

2. Consider segmenting your application development and application maintenance performance measures from your performance measure for your ongoing infrastructure operation performance measures. Do not confuse your IT scorecard implementation by trying to develop one, holistic IT scorecard to measure all IT activities. Decompose your IT scorecard implementation into a set of discrete IT scorecards that measure application operations separately from infrastructure operations.

3. Consider the use of benchmarking to compare your IT organization against industry standards. Tracking IT performance measures in an IT scorecard is enhanced if you develop measureable targets for improvement in your tracked IT performance measures. A number of publicly-available benchmarking sources exist to determine measureable performance in other IT organizations, and you can use industry performance standards in your IT scorecard implementation as your targets for improvement.

4. Include your enterprise architect or a data architect in development of your IT scorecard. Developing IT performance measures, setting targets for performance improvement, and committing organizational resources embedded in your IT organization to implement your IT scorecards will ultimately fail if you cannot gather the required data to track your IT performance measures. Include your enterprise or data architects in your IT scorecard implementation to ensure you can capture the data you need to track your IT scorecards.

5. Ensure your IT scorecard is ITIL conformant. In your IT scorecard implementation it is often useful to be able to point to an industry-accepted best practice framework, such as the IT Infrastructure Library (ITIL), as the source of the individual performance measures you implement in your IT scorecards.



Today's tip is derived from the book, The Business of IT: How to Improve Service and Lower Costs, by Robert Ryan and Tim Raducha-Grace, published by IBM Press, Sept. 2009, ISBN 0137000618, Copyright 2010 by International Business Machines Corp. For a complete Table of Contents, please visit the publisher site:

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