From the course: IT Service Management Foundations: Measures and Metrics
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Balanced scorecard - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Balanced scorecard
- The balanced scorecard. The balanced scorecard was developed by Kaplan and Norton in the early 1990s to define measurements and metrics. But now, it's being used as a framework for planning and management. It's used to give executives visibility of measurements that impact the organization's strategic objectives and helps us to identify any opportunities for improvement. The balanced scorecard is going to attempt to consider the four perspectives that contribute to achieving the organization's vision and mission. These are customer, financial, internal or business processes and innovation or learning and growth. In terms of the balanced scorecard, the use of customer here is a generic term and it really is more closely linked to the term consumer in the ITIL 4 framework. Similar organizations consider their customer to be their shareholders. So again, this is going to depend on your organization, whether you use this to…
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