3. Determine the targets and time intervals for initial improvement in IT performance. When you develop your IT scorecard you will select an initial set of IT performance measures to track. While you will need to determine your current level of performance for each selected measure, you should use your benchmark data to determine what target level of performance to set as an achievable goal. Concurrent with this setting of a target performance level, you will also need to determine a timeline by which to achieve these goals. Without improvement targets, and related timelines to achieve these targets, efforts will often stall out and be overtaken by daily operations.
Bob Ryan is co-author, along with Tim Raducha-Grace, of The Business of IT: How to Improve Service and Lower Costs", published by Pearson/IBM Press, Sept. 2009, ISBN 0137000618, Copyright 2010 by International Business Machines Corp.