Balanced Scorecards De Ti

Working Council for Chief Information Officers

IT Balanced Scorecards
End-to-End Performance Measurement for the Corporate IT Function

Drivers of Balanced Scorecard Adoption in IT Best-in-Class IT Balanced Scorecard Metrics Principles of Balanced Scorecard Design and Metrics Selection Scorecard Development and Life-Cycle Management

© 2003 Corporate Executive Board

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WorkingCouncil Staff
Executive Director Chris Miller Managing Director Jaime M. Capellá Practice Manager Kris van Riper Project Managers Andrew Horne • Matt McWha Consultants James Bilodeau • Carsten Schmidt Senior Analyst Eric Tinson Analysts Kiran Mishra • Michael Scutari Rich Flanagan • Brett Neely Senior Director Brian Foster Directors Sheldon Himelfarb • Matt Kelly Associate Directors Stuart Roberts •Ken Rona • Audrey Taylor Note to Members
This project was researched and written to fulfi ll the research requests of several members of the Corporate Executive Board and as a result may not satisfy the information needs of all member companies. The Corporate Executive Board encourages members who have additional questions about this topic to contact the Board staff for further discussion.Descriptions or viewpoints contained herein regarding organizations profi led in this report do not necessarily reflect the policies or viewpoints of those organizations.

Creative Solutions Group
Lead Graphic Design Specialists Jon Prinsky • Elizabeth Sugerman Publications Editor Dave Engle

Working Council for Chief Information Officers 2000 Pennsylvania Avenue NW Washington, DC 20006 Telephone:202-777-5000 Facsimile: 202-777-5100 166 Piccadilly London, W1J 9EF United Kingdom Telephone: +44-(0)20-7499-8700 Facsimile: +44-(0)20-7499-9700 www.cio.executiveboard.com

Legal Caveat
The Working Council for Chief Information Officers has worked to ensure the accuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and the WorkingCouncil for Chief Information Officers cannot guarantee the accuracy of the information or its analysis in all cases. Further, the Working Council for Chief Information Officers is not engaged in rendering legal, accounting, or other professional services. Its reports should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services areadvised to consult an appropriate professional. Neither the Corporate Executive Board nor its programs is responsible for any claims or losses that may arise from (a) any errors or omissions in their reports, whether caused by the Corporate Executive Board or its sources, or (b) reliance upon any recommendation made by the Working Council for Chief Information Officers.

Confidentiality of FindingsThis project has been prepared by the Corporate Executive Board for the exclusive use of its members. It contains valuable proprietary information belonging to the Corporate Executive Board and each member should make it available only to those employees and agents who require such access in order to learn from the material provided herein, and who undertake not to disclose it to third parties. Inthe event that you are unwilling to assume this confidentiality obligation, please return this document and all copies in your possession promptly to the Corporate Executive Board.

Catalog No.: CIO1L9VDH

Table of Contents
Executive Summary • iv Member Self-Diagnostic • vii An Exhaustive Compendium of IT Balanced Scorecard Metrics • 1 Introduction: Principles of Balanced Scorecard Design andMetrics Selection • 9 Best-in-Class IT Balanced Scorecard Metrics • 21 Financial Performance • 22 Project Performance • 26 Operational Performance • 30 Talent Management • 34 User Satisfaction • 40 Information Security • 46 Enterprise Initiatives • 50 Scorecard Development and Life-Cycle Management • 55 Scorecard Rollout • 56 Data Collection and Quality Assurance • 58 Scorecard Review and...