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ITIL KPIs and the IT Balanced Scorecard

ITIL KPIs and the IT Balanced Scorecard

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Published by tobitobsen_20013953
This paper deals with the IT Service Management Framework ITIL and the business
performance measurement method Balanced Scorecard and its IT equivalent, the IT
Balanced Scorecard. The Balanced Scorecard aggregates low level measures, which
are called KPIs. Usually there are relations between these measures, which are
called cause-and-effect relationships. This paper tries to find out what features
current software implementations of the Balanced Scorecard and of the IT Balanced
scorecard offer, especially in regards to cause-and-effect relationships.
This paper deals with the IT Service Management Framework ITIL and the business
performance measurement method Balanced Scorecard and its IT equivalent, the IT
Balanced Scorecard. The Balanced Scorecard aggregates low level measures, which
are called KPIs. Usually there are relations between these measures, which are
called cause-and-effect relationships. This paper tries to find out what features
current software implementations of the Balanced Scorecard and of the IT Balanced
scorecard offer, especially in regards to cause-and-effect relationships.

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Published by: tobitobsen_20013953 on Aug 28, 2009
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ITIL Key Performance Indicators and the IT BalancedScorecardIT-Management 2
Supervisors: Prof. Dr. Andreas Breiter, Dipl.-Inf. Jörg Hofmann
 
28 August 2009Tobias HildebrandtMaster Digitale Medien, Fachbereich 3Universität BremenMatrikelnummer: 2337614Tobias_Hildebrandt@gmx.de
 
 
Abstract
This paper deals with the IT Service Management Framework ITIL and the businessperformance measurement method Balanced Scorecard and its IT equivalent, the ITBalanced Scorecard. The Balanced Scorecard aggregates low level measures, whichare called KPIs. Usually there are relations between these measures, which arecalled cause-and-effect relationships. This paper tries to find out what featurescurrent software implementations of the Balanced Scorecard and of the IT Balancedscorecard offer, especially in regards to cause-and-effect relationships.
Keywords
:
 
ITIL, Performance measurement, Key Performance Indicator (KPI),Balanced Scorecard (BSC), IT Balanced Scorecard (IT BSC), IT Management, ITService Management, IT Governance
 
 
Table of Contents
1 Introduction........................................................................................................................12 Balanced Scorecard............................................................................................................32.1 Motivation...................................................................................................................32.2 Concepts......................................................................................................................43 IT Balanced Scorecard.......................................................................................................83.1 Differences to the Business Balanced Scorecard........................................................93.2 Considerations for implementation...........................................................................104 Linking ITIL Key Performance Indicators and the IT Balanced Scorecard....................114.1 ITIL Key Performance Indicators.............................................................................114.2 Combining ITIL Key Performance Indicators with the IT Balanced Scorecard.......114.3 Translating the strategy.............................................................................................135 Cause-and-effect Relations..............................................................................................165.1 State of the art in research.........................................................................................175.2 Software implementation..........................................................................................185.3 How a software IT BSC could look like...................................................................276 Conclusion........................................................................................................................297 Sources.............................................................................................................................31

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